Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and...

Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place. As...

Studies customer relationships in professional services. A framework is proposed for managing professional service relationships in a way that creates value for both parties of the relationship. Furthermore, through the framework the marketer is able to discover also those customer needs that...

Customer satisfaction is a key issue for all organizations in both the private and public sectors. To survive, you must understand and provide what the customer wants. It is important to understand the entire chain of customers. The needs of each customer must be examined separately. Not only...

Contains a discussion of how the TQM concept can be further developed so as to give more room for innovations grounded in a profound understanding of the customers and their situation. A typology of different quality configurations, based on the three basic themes of customer understanding,...

Not long ago, the Asia Pacific area suffered economic decline due to financial crises. By contrast, Taiwan, stood apart from its regional competitors and was able to manage and turn the crises into opportunities. Besides the financial factors discussed by economists, quality management should...

Owing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a...

In this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI) structural model. The current proposal puts forward: the approaches of structural equations, since it involves the dual...