While most practitioners are familiar with traditional customer satisfaction surveys, research findings suggest that best practice companies use multiple tools to bring the voice of the customer inside the organization. The purpose of this study is to examine how best practice companies use...

Supply chain practitioners have made great strides in forming collaborative partnerships, yet the end consumer is often left out of these plans. Being an important member of the supply chain, we propose that supply chains need to get closer to the end consumer Ð forming collaborative...

While most practitioners are familiar with traditional customer satisfaction surveys, research findings suggest that best practice companies use multiple tools to bring the voice of the customer inside the organization. The purpose of this study is to examine how best practice companies use...

To use customer value and satisfaction data effectively, the company culture must embrace, support, and encourage customer value and satisfaction initiatives. The purpose of this article is to discuss the nature of a customer value and satisfaction culture and to model how best practice...