The effects of customer satisfaction measurement: the internal market versus the external market
Abstract
Observes that while customer satisfaction measurement is currently one of the commonest prescriptions in both the marketing and management literatures, little attention has been paid to the effects of customer satisfaction measurement, particularly in terms of the impact on the internal market, i.e. the employees and managers inside the organization. Reports some of the findings of a recent study of the internal market effects of customer...
Paper Details
Title
The effects of customer satisfaction measurement: the internal market versus the external market
Published Date
Jul 1, 1996
Volume
14
Issue
4
Pages
9 - 15
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