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Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
Abstract
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect...
Paper Details
Title
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
Published Date
Jul 1, 1994
Journal
Volume
58
Issue
3
Pages
53 - 53
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Notes
History