Citations with the tag: CUSTOMER satisfaction

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  • Managing customer files develops repeat business.
    Porter, Monroe // Contractor Magazine; Sep97, Vol. 44 Issue 9, p44 

    States that when a contractor creates a file for its customers they develop repeat business to the organization. Discussion on how creating files can benefit the contractor; Suggestion made on how to keep a good track of customers.

  • Services Index to the 1993 Marketing News.
    Porter, Monroe // Marketing News; 10/25/93, Vol. 27 Issue 22, Marketing News pA2 

    Provides a services directory of customer satisfaction measurement firms. ACG Research Solutions; AHF Marketing Research Inc.; Allegheny Marketing Group; Alliance Research Inc.; Analytic Insight Insurance.

  • Geographical index.
    Porter, Monroe // Marketing News; 10/25/93, Vol. 27 Issue 22, Marketing News pA3 

    Provides a geographical directory of customer satisfaction measurement firms. Includes Arizona; California; Connecticut; District of Columbia; Florida; Georgia.

  • Mission possible: Learning to listen.
    Zivic, Louis J. // Marketing News; 5/8/95, Vol. 29 Issue 10, p4 

    Opinion. Stresses the importance of a customer-driven enterprise. Fundamental aspect of learning for organizations; Survey conducted by the Economic Center at Fitchburg State College; Need for rethinking business philosophies; Creative ways to address customer needs.

  • How are we doing Mr. Green?
    Dreyer, R.S. // Supervision; Mar98, Vol. 59 Issue 3, p19 

    Presents tips on how to monitor the customers' feelings about the company's products and services. Slogans used by Flagler Pharmaceutical board chairman and chief executive officer Harley M. Flagler; Spelling out ways to poll the customers; Pros and cons of the polling method; Rewarding the...

  • Consumer sentiment on the rise, says Univ. of Michigan.
    Dreyer, R.S. // Textile World; Jan94, Vol. 144 Issue 1, p17 

    Reports on the increase in consumer satisfaction about economic conditions in the United States. University of Michigan's consumer sentiment index; Expected increase in consumer spending.

  • Univ. of Michigan Consumer Sentiment Index at 83.7.
    Dreyer, R.S. // Bond Buyer; 6/18/2007, Vol. 360 Issue 32652, p2 

    The article reports that according to market sources, the University of Michigan's preliminary consumer sentiment for June 2007 came in at 83.7.

  • `How may I help you?'.
    DeChant, Michelle // Marketing Tools; May96, Vol. 3 Issue 3, p2 

    Editorial. Discusses whether customer satisfaction must be sacrificed in the name of profitability. Criticisms leveled against customer satisfaction and quality measurement; Importance of customer loyalty.

  • Satisfied customers come back for more.
    Reichheld, Frederick F. // American Banker; 11/30/95 Supplement, Vol. 160, p13A 

    Cautions against falling into the trap of aiming for costumer satisfaction as a higher goal than profits. Danger of failing to link satisfaction measurements with customer loyalty and profits; Limitations of satisfaction surveys; Manipulation of the system at the grass-root level; Basic...

  • Measuring customer satisfaction.
    Eliss, Lynn W.; Curtis, Carey C. // Research Technology Management; Sep/Oct93, Vol. 36 Issue 5, p45 

    Presents eight lessons from research on customer satisfaction with technology products and services. Leading indicators of satisfaction; Customer index satisfaction; Satisfaction with cost competitiveness; Cycle time and satisfaction. INSET: How the study was done..

  • Measuring customer satisfaction.
    Ellis, Lynn W.; Curtis, Carey C. // Research Technology Management; Sep/Oct95, Vol. 38 Issue 5, p45 

    Presents eight lessons from research on customer satisfaction with technology products and services. Leading indicators of satisfaction; Relation between total quality management and customer cost satisfaction rating; Cross checking results. INSET: How the study was done..

  • What's most important to customer satisfaction?
    Press, Irwin; Ganey, Rodney F. // ABA Banking Journal; Sep97, Vol. 89 Issue 9, p73 

    Presents information on the importance customer satisfaction. What did Data from Technical Assistance Research Programs (TARP); Indication of various conducted studies; Confirmation on the importance of problem resolution to customer satisfaction. INSET: Relative importance of banking experiences..

  • Human resources.
    Montague, Jim; Pitman, Hilarie // H&HN: Hospitals & Health Networks; 2/5/96, Vol. 70 Issue 3, p15 

    Reports on the publication `Top Five Ways to Improve Customer Satisfaction in 1996'. Management strategies; Contact information.

  • Hung up on response time.
    Pasternack, Andrew // H&HN: Hospitals & Health Networks; 05/05/98, Vol. 72 Issue 9, p40 

    States that in health care, response time is the number one issue in customer satisfaction. Information on a program from Softbank Service and Support Consultants, a San Diego based company, which is aimed to increase the level of service in health care; What is Softbank's goal.

  • The CEO and customer satisfaction.
    O'Leary, Joseph P. // Management Review; Sep96, Vol. 85 Issue 9, p62 

    Reports that many chief executive officers of today are gaining insights into customer satisfaction in the search for competitive advantage. Strategy to capture and retain customers; Integration of customer satisfaction into every company department and level; Example of the banking industry...

  • A character-building trip.
    Vinocur, M. Richard // American Printer; Apr98, Vol. 221 Issue 1, p86 

    Focuses on the importance of giving priority to customer satisfaction in the success of businesses. Experience of the author concerning customers.

  • Give your customers more than they bargained for.
    Holloway, Gil // New Mexico Business Journal; Feb96, Vol. 20 Issue 2, p13 

    Considers the importance of customer satisfaction and retention in business ventures. Benefits of building customer loyalty; Difference between customer service and value-adding; Role of the management.

  • Connecting customer loyalty to the bottom line.
    Hepworth, Michael; Mateus, Paula // Canadian Business Review; Winter94, Vol. 21 Issue 4, p40 

    Discusses the importance of customer loyalty to the success of companies in Canada. Measurement of customer satisfaction by Canadian companies; Predicting customer loyalty; Education for customers and employees; Effective handling of customer problems; Calculating the market impact of service.

  • Customer satisfaction dips.
    Hepworth, Michael; Mateus, Paula // Industry Week/IW; 04/20/98, Vol. 247 Issue 8, p14 

    Reports on a data from the annual American Customer Satisfaction Index as of April 1998 which showed a three-year decline on how satisfied people are with the goods and services they buy. Rate of customer satisfaction.

  • Consumer confidence takes major hit in June.
    Hepworth, Michael; Mateus, Paula // WWD: Women's Wear Daily; 6/28/1995, Vol. 169 Issue 124, p11 

    Reports on the decline in the Conference Board's consumer confidence index for June 1995. Consumer sentiment about economic conditions; Expectations for economic conditions six months in the future.

  • Rethinking customer service.
    Girard-diCarlo, Constance B. // Healthcare Executive; Jul/Aug1998, Vol. 13 Issue 4, p43 

    Looks at ways of increasing customer satisfaction in the health network. Examination of how an integrated health system impact the customer; Benefits of having multiskilled employee support; Details on customer service and satisfaction.

  • 1995: Year of the customer.
    Girard-diCarlo, Constance B. // Advertising Age's Business Marketing; Jan1995, Vol. 80 Issue 1, p8 

    Editorial. Presents a forecast on 1995 as the year of the satisfied customer. Common goal shared by most companies; Sophisticated databases for customer retention programs; Essential role of technology in all businesses; Overall cost efficiency and potential audience of the Internet; Increase...

  • A new style of market-think.
    Bell, David A. // Business Mexico; Jul1994, Vol. 4 Issue 7, p4 

    Discusses the impact of a satisfied consumer in Mexico. Production of goods and services as the corporation's job; Opportunities to use and abuse consumers with the increasing reliance on market research; Focus groups as ineffective tool for market research.

  • The Four Faces of Aggregation in Customer Satisfaction Research.
    Johnson, Michael D. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p89 

    Applies Seymour Epstein's four faces of aggregation to customer satisfaction research. Aggregation over subjects; Aggregation over stimuli; Aggregation over trials; Aggregation over measures.

  • Innovative Community Exchange Systems: Grassroots Social Experiments in Sustainability.
    Ozanne, Julie; Ozanne, Lucie // Advances in Consumer Research; 2011, Vol. 39, p65 

    The article presents three abstracts on consumer research, "Building Community Efficacy and Welfare through Time Bank Exchanges," by Lucie Ozanne and Julie Ozanne; "Hybrid Pro-Social Exchange Systems: The Case of Freecycle," by Zeynep Arsel and Susan Dobscha; and "The Indefinite Future": Ideas,...

  • New Directions in Affect and Consumer Satisfaction.
    Spreng, Richard A. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p453 

    Summarizes the contents of a special topic session on consumer satisfaction. Papers presented by Richard A. Spreng and Robert D. Mackoy; Richard W. Olshavsky and H. Shanker Krishnan; David Glen Mick and Susan M. Fournier.

  • Word Formation Is Aware of Morpheme Family Size.
    Keller, Daniela Barbara; Schultz, Jörg // PLoS ONE; Apr2014, Vol. 9 Issue 4, p1 

    Words are built from smaller meaning bearing parts, called morphemes. As one word can contain multiple morphemes, one morpheme can be present in different words. The number of distinct words a morpheme can be found in is its family size. Here we used Birth-Death-Innovation Models (BDIMs) to...

  • Food and Drug Administration's Suggested Consumer Research Ideas.
    Schultz, William B. // Advances in Consumer Research; 1996, Vol. 23 Issue 1, p316 

    The author, an official of the U.S. Food & Drug Administration offers opinions on topics for consumer research which would be of assistance to the agency in formulating consumer protection policy. Topics proposed include research on drug consumers related to an agency plan to have pharmacists...

  • Assessing Actual Service Performance: Incongruities Between Expectation and Evaluation Criteria.
    Taylor, Valerie A.; Miyazaki, Anthony D. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p599 

    Presents propositions which examine the process by which consumers may evaluate services high in credence attributes. Consumer and marketer implications of the discussed incongruities; Service satisfaction and service quality.

  • Differences in Normative and Informational Social Influence.
    Lord, Kenneth R.; Lee, Myung-Soo; Choong, Peggy // Advances in Consumer Research; 2001, Vol. 28 Issue 1, p280 

    In an investigation of the distinctive characteristics of normative and informational social influence, a survey probed purchase decision, individual difference, and consumer-referent relationship characteristics associated with recent purchase episodes involving advice from others. Levels of...

  • The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery.
    Hocutt, Mary Ann; Charkraborty, Goutam // Advances in Consumer Research; 1997, Vol. 24 Issue 1, p457 

    Investigates how service recovery efforts influence the level of dissatisfaction and intention to complain following a service failure. What is shown in results from an experiment; Information on the customer causing service failure.

  • Are you a customer narcissist?
    Guaspari, John // Management Review; Sep94, Vol. 83 Issue 9, p62 

    Warns businesses against falling into the narcissistic trap when measuring customer satisfaction. Importance of customers' views; Parallel line of inquiry addressed to customers; Guaspari's First, Immutable Law of Customer Connection.

  • What clients really want.
    Andrews, Timothy F. // Ohio CPA Journal; Oct93, Vol. 52 Issue 5, p43 

    Presents a client survey system focusing on clients' needs and expectations. Presentation of questions focusing on areas of opportunities; In-house or out-house survey; Survey process.

  • `The customer never forgets'.
    Dreyer, R.S. // Supervision; Sep97, Vol. 58 Issue 9, p18 

    Discusses the importance for businesses to put the customer's interests over and above everything else. Customer's run-in with company guard caused customer satisfaction rating to drop; Personal apology to customer.

  • Share the vision for customer satisfaction.
    Andersen, Arthur // Management; Aug97, Vol. 44 Issue 7, p48 

    Part IV. Discusses the best practices in customer satisfaction. Employees as the key to customer satisfaction; Process of achieving and maintaining a customer-focused workforce; Need to provide formal training infrastructure for the employees.

  • Exceed expectations with integration.
    Stepanek, Laura E. // SDM: Security Distributing & Marketing; Oct97, Vol. 27 Issue 11, p62 

    Discusses the primary keys to customer satisfaction that security systems integrators should be aware of. Communication techniques; Documentation; Completion of the job on time; Approaches to meet customer demands.

  • Waking up to the realities of customer satisfaction.
    Kennedy, Sarah // CMA Magazine; Feb97, Vol. 71 Issue 1, p28 

    Discusses ways companies can do without sacrificing customer satisfaction and business profits. Handling customer feedbacks and complaints; Need for effective follow-up on customer complaint; Study of underlying issues from customers' viewpoint of satisfaction.

  • Should we still worry about customer satisfaction?
    Pellett, Greg // CMA Magazine; Sep97, Vol. 71 Issue 7, p33 

    Offers advice for companies on enhancing customer satisfaction. Need for companies to understand how to look at their customers; Factors needed to enhance customer satisfaction; Tips on enhancing customer loyalty.

  • The power of negative thinking.
    Hepworth, Michael // CMA Magazine; Feb98, Vol. 72 Issue 1, p34 

    Discusses the importance of tracking customer dissatisfaction to assess customer loyalty in Canada. Results of surveys on customer dissatisfaction; Impact of dissatisfaction to business; Limits of focusing on customer satisfaction; Benefits of developing loyal customers.

  • Know your customer.
    O'Brien, Brian // Canadian Banker; Jan/Feb91, Vol. 98 Issue 1, p22 

    Focuses on the Canadian approach `Know Your Customer.' Comparison between Canadian approach and U.S. offensive which given by Canadian Bankers' Association president Helen Sinclair.

  • The effect of customer expectations on service delivery.
    Gibbs-Springer, Christine G. // Innovating; Summer96, Vol. 6 Issue 4, p50 

    Discusses the impact of consumer expectations on the ability of organizations to achieve customer satisfaction. Development of customer expectation; Performance of the private sector in achieving consumer satisfaction.

  • Inside questionnaires.
    Gibbs-Springer, Christine G. // Public Relations Tactics; Sep97, Vol. 4 Issue 9, p10 

    Offers advice on how to format a questionnaire checklist on customer satisfaction. Response requirement; Construction of question; Factors to be considered in developing a survey instrument.

  • Customers await those who anticipate.
    Beswick, James B. // Business Journal Serving Southern Tier, CNY, Mohawk Valley, Fing; 04/14/97, Vol. 11 Issue 8, p5SB 

    Examines the importance of business enterprises' anticipation of customers' needs. Need for knowledge about the needs and issues of small business owners; Prevention of selling in a catch-up mode through anticipation; Need for businesses to be updated on the latest information on business.

  • Customer satisfaction a moving target.
    Kosek, Charmain // Advertising Age's Business Marketing; Jul/Aug96, Vol. 81 Issue 6, p13 

    Focuses on the importance of customer satisfaction. Importance of anticipating what customer's will want in the future; American Customer Satisfaction Index; Proponents of measuring more than customer value.

  • Management must lead by example and tone.
    Benjamin, Steven L. // Advertising Age's Business Marketing; Jul/Aug96, Vol. 81 Issue 6, p13 

    Focuses on the role of the management in the company's efforts to satisfy its customers. Importance of consistent communication between management and employees regarding the company's commitment to customer satisfaction; Chief executive officers' responsibility to motivate management to...

  • Debunking the myths about satisfaction.
    Larson, John A.; Ellis, Gregory B. // Advertising Age's Business Marketing; Jul/Aug96, Vol. 81 Issue 6, p14 

    Presents the myths and facts about customer satisfaction. Improving customer satisfaction; Loyalty as the key to customer satisfaction; Staying ahead of competitors in areas critical to customers; Sources of information about customers.

  • Brand equity increases as loyalty advances.
    Vicari, Rocco // Advertising Age's Business Marketing; Jul/Aug96, Vol. 81 Issue 6, p19 

    Focuses on the importance of improving customer satisfaction. Reasons why customer satisfaction must be improved; Definition of customer satisfaction; Ways to increase brands' customer relevance.

  • Marketplace surveys need standard tack.
    Gulledge, Larry G. // Advertising Age's Business Marketing; Jul/Aug96, Vol. 81 Issue 6, p22 

    Focuses on the importance of standardizing customer satisfaction measurement for multinational companies. Meaning of standardization; Elements included in the standardization process.

  • Americans Are More Finicky Than Ever.
    Gulledge, Larry G. // Fortune; 2/3/1997, Vol. 135 Issue 2, p108 

    Presents a series of charts which report customer satisfaction with products in a variety of categories. Soft drinks; Parcel delivery; Food processing; Food processing; Household appliances; Beer; Cigarettes; Others; 1996 score out of 100; Percentage change from 1995.

  • IRS is lowest ranked service in the United States.
    Gulledge, Larry G. // Quality Progress; Nov96, Vol. 29 Issue 11, p17 

    Reports on how the American Customer Satisfaction Index stands as of November 1996. Declines in satisfaction with the Internal Revenue Service; Competition between the American and Japanese automotive industries; Drop in overall customer satisfaction.

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