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How to implement a customer satisfaction program

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References

1996Using the balanced scorecard as a strategic management system5,014 cited
1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis3,864 cited
1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis1,823 cited
1994Creating Customer Value: The Path to Sustainable Competitive Advantage124 cited

Cited by

2012A Preliminary Strategic Marketing Framework for New Product Development50 cited
2003Did your efforts really win customers’ satisfaction?39 cited
2014Strategic reflexivity in the hotel industry - a value-based analysis35 cited
2002Implementation of a customer satisfaction program: a case study33 cited
2008Understanding customer level profitability implications of satisfaction programs33 cited
2007Identifying the range of customer listening tools: a logical pre‐cursor to CRM?29 cited
2014Strategic marketing planning for football clubs: a value-based analysis21 cited
2009A marketing communications framework for small political parties in developed countries18 cited
2005Meet the cyberscape14 cited

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