From Customer Perception to Customer Satisfaction

Stephan Kasulke and Jasmin Bensch
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Stephan Kasulke: T-Systems International GmbH
Jasmin Bensch: T-Systems International GmbH

Chapter 10 in Zero Outage, 2017, pp 93-107 from Springer

Abstract: Zusammenfassung The previous four chapters dealt with key factors that can positively affect customer satisfaction when implemented thoroughly: an effective organizational structure, high-quality ICT operations and professional project management. This chapter will round this off by focusing specifically on customer perceptions.

Keywords: Service Quality; Customer Satisfaction; Service Management; Service Level Agreement; Customer Perception (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-53739-9_10

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DOI: 10.1007/978-3-319-53739-9_10

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