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

References

These articles and reports can be found in full at www.bpir.com.

[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 BPIR.com.

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