Customer Satisfaction Review Of Literature

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The authors analyze how fees, research, quality of execution, and information can help explain how execution decisions and preferences vary across investors.

Providing great customer service is no longer the responsibility of just one department.

Thales Teixeira discusses his research on the second wave of Internet disruption. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time.

Open for comment; Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Firms rated lower in service quality are more or less immune from the high-end challenger.

Here's why every CEO should spend at least 10 percent of his or her time thinking about, talking to, and steering the organization to the customer.

Closed for comment; Harvard Business School professor emeritus James L.

Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

10 The Need for Customer-Focused Public Transit Ensuring customer satisfaction is essential for businesses because a customer’s satisfaction with a particular transaction often determines whether the customer will return and whether the customer will describe the interaction in a positive or negative way to others.

In the public sector, the connection between customer satisfaction and organizational stability and financial standing may not be as direct—particularly in public services that are largely, if not wholly, provided by a single public entity. by switching to another operator” (Schiefelbusch 2009, p. However, there are several services and regions in which both the public and private sectors essentially compete for customers (e.g., package delivery and transportation).

When there is only one service provider (or even a handful of them), “customers cannot express their dissatisfaction with the service . In the services where competition exists, public agencies may have to continually win customers’ loyalty.


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