This note describes how a Customer-Satisfaction-Strategy Map (CSSM) can be used to derive and implement a customer-focused strategy in banks. The CSSM links strategic areas to overall customer satisfaction, which in turn is linked to outcomes spanning intentions, behaviors, and financial...

1: Strategy Planning in the Real World -- 2: The CEO Perspective on Strategy Planning -- 3: The Perils and Promise of Strategy Planning -- 4: The Inspirational Executive: Strategy Planning Through Mission, Vision, and Values -- 5: The Superhero Executive: Strategy Planning Through Adhocracy --...

This note describes how a satisfaction-based framework can be implemented in healthcare to measure patient satisfaction. The PSSM is a framework that links overall patient satisfaction to its antecedents and outcomes. We use a real example to describe the various components of a PSSM, how it can...

Superior customer satisfaction provides a clear strategic advantage and an inimitable resource for a firm — particularly in today’s complex and often uncertain markets. Two decades of academic research have quantified the impact of customer satisfaction on a number of beneficial customer...

Senior leadership at many organizations engages in overt corporate political activism (CPA), defined as activities that are visible to stakeholders that support or undermine issues viewed as politically charged. According to media accounts, consumers, employees and shareholders want executives...

A common belief among academicians and practitioners is that a company’s strategy should be aligned with its customers' value drivers to deliver superior financial performance. Yet, extant literature lacks 1) an objective measure of strategy-customer alignment, 2) empirical research linking...