Hauser, John R.; Simester, Duncan I.; Wernerfelt, Birger - In: Marketing Science 13 (1994) 4, pp. 327-350
Customer satisfaction incentive schemes are increasingly common in a variety of industries. We offer explanations as to … how and when incenting employees on customer satisfaction is profitable and offer several recommendations for improving … enduring), and price. The formal model shows how the reliance placed on customer satisfaction in an incentive scheme should …