Customer Satisfaction Management
Article Index
Customer Satisfaction Management
Expert Opinion
Survey and Research
Example Cases
Measure and Evaluate
Summary of Best Practices
Words of Wisdom


These articles and reports can be found in full at

[1] Ekmekci, O., (2009), The Role of Frontline Employees in Building Sustainable Customer Service, S.A.M. Advanced Management Journal, Vol. 74, Iss. 4, pp 11-12, Society for Advancement of Management, Corpus Christi.

[2] Jones, M. D., Kober, J. J., (2010), Lead With Customers, Leadership Excellence, Vol. 27, Iss. 7, p 9, Executive Excellence Publishing, Provo.

[3] Weisbrod, S., (2010), Warning! Warning!, Quality Progress, Vol. 43, Iss. 10, pp 10-11, American Society for Quality, Milwaukee.

[4] Sullivan, T., Cano, H., (2009), Introducing a balanced performance scorecard for electric cooperatives: a tool for measuring and improving results, Management Quarterly, Vol. 50, Iss. 4, pp 12-17, National Rural Electric Cooperative Association, Lincoln.

[5] Read, B., (2010), ‘Listening’ to Your Customers, Customer Inter@ction Solutions, Vol. 29, Iss. 2, pp 22-25, Technology Marketing Corporation, Norwalk.

[6] Ayers, A., (2009), What Your Customers are Really Telling You, Chief Executive, Iss. 242, pp 38-42, Chief Executive Magazine, Incorporated, New York.

[7] Ueltschy, L.C., Laroche, M., Rita, P., & Bocaranda, C., (2008), A Pan-European Approach to Customer Satisfaction: An Optimal Strategy?, Multinational Business Review, Vol. 16, Iss. 3, p 41, Detroit.

[8] Schrag, D., (2010), Getting the Most Out of Your Client Satisfaction Survey Program, Principal’s Report, Vol. 10, Iss. 11, pp 5-6, Institute of Management & Administration, New York.

[9] Goldstein, S.D., (2007), Using Statistics To Improve Satisfaction, Quality Progress, Vol. 40, Iss. 3, p 28, Milwaukee.

[10] Tjahjono, B., Julien, D., (2008), Lions, Tigers, and Lean, Industrial Engineer, Vol. 40, Iss. 3, pp 42-46, Institute of Industrial Engineers, Norcross.

[11] Anonymous, (2009), Ceridian’s Multifaceted Approach to Customer Listening Produces Dramatic Results, Business Wire, New York.

[12] Stewart, B., (2007), French Odyssey, Management Services, Vol. 51, Iss. 1, p 44, Enfield.

[13] Anonymous, (2010), Forrester Research Announces Voice Of The Customer Award Winners, Business Wire, New York.

[14] McGee, T., (2010), Let Customers Be Your Guide, Target Marketing, Vol. 33, Iss. 11, pp 25-29, North American Publishing Company, Philadelphia.

[15] Centre for Business Performance, Cranfield University, a partner of


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