Kai Kristensen, Anne Martensen, Lars Gronholdt, … - In: International Journal of Business Performance Management 2 (2000) 1/2/3, pp. 157-170
Customer satisfaction is an increasingly powerful dimension of business performance. Firstly, the article describes empirical evidence that customer satisfaction measures, based on a modelling approach, have an impact on business results and shareholder value; that is, customer satisfaction is a...
