Customer orientation is a fine ideal. Making it a reality is difficult for many organizations. Provides a framework to guide management through the process of building a customer‐driven philosophy. It is hoped that by means of such a framework it will be possible to evaluate an...

Purpose – This paper aims to explore patients' satisfaction with access to treatment in both the public and private healthcare sectors in London. Design/methodology/approach – Qualitative and quantitative methods were employed to determine patients' levels of satisfaction. A...

Purpose – The purpose of this paper is to examine the factors that influence customer satisfaction among Chinese online shoppers. It applies the normative categories identified in the literature and tests them for effect in the emerging Chinese online consumer market....