Satisfaction measurement sometimes goes too far

Donath, Bob
March 1993
Marketing News;3/15/93, Vol. 27 Issue 6, p9
Trade Publication
Reflects on issues on customer satisfaction measurements in the U.S. as of March 15, 1993. Analysis of a problem on adding customer satisfaction computations to employee salary and bonus calculations; Link between customer satisfaction and compensation; Advantages offered by customer satisfaction measurements.


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