Despite widespread corporate attention to customer satisfaction and significant spending on its assessment, a good customer satisfaction program is still very difficult to implement. Generating commitment, ensuring capabilities and monitoring consequences help managers solve the implementation...

Many management theorists and consultants urge companies to focus on their customers′ needs and satisfaction – this is common to strategic management, the marketing concept, the pursuit of “excellence”, market‐orientation, total quality management, relationship marketing strategies,...

The advocacy of customer focus in all types of organization, to achieve customer satisfaction and sustain business performance, is widespread. However, practical guidance for managers, in terms of how to build and maintain customer focus, is more difficult to find. Introduces a customer...

Observes that while customer satisfaction measurement is currently one of the commonest prescriptions in both the marketing and management literatures, little attention has been paid to the effects of customer satisfaction measurement, particularly in terms of the impact on the internal market,...

Accuses management of repeatedly substituting bureaucracy and complex reporting and control systems for the things that really matter to competitive success. It is claimed that all too often the implementation of strategies is not simply ineffectual, it is positively damaging to organizations....