Five common myths about consumer satisfaction programs

Discusses five common myths about perception, management and implementation of consumer satisfaction programs. Intends to debunk the more popular myths so that managers can avoid making classic service delivery mistakes. Integrates current research on customer satisfaction and consumer complaints. Makes a number of recommendations.

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Year of publication:	1993
Authors:	Halstead, Diane
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 7.1993, 3, p. 4-12
Publisher:	MCB UP Ltd
Subject:	Complaints \| Customer satisfaction \| Customer service \| Information \| Marketing \| Myths \| Organizational structure \| training

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049310044501 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905499