Improving service quality through customer feedback : the case of NPS in IBM's training services

Alexander Ziegler, Thomas Peisl and Robert Raeside

Year of publication:	2023
Authors:	Ziegler, Alexander ; Peisl, Thomas ; Raeside, Robert
Subject:	Continuous process improvement \| Longitudinal \| Net promoter score \| NPS \| Regional differences \| Service business performance \| Dienstleistungsqualität \| Service quality \| Qualitätsmanagement \| Quality management \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungssektor \| Service industry

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