Customer Satisfaction Review Of Literature

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Closed for comment; For retailers offering deals through the wildly popular online start-up Groupon, does the one-day publicity compensate for the deep hit to profit margins? Key concepts include: Discount vouchers provide price discrimination, letting merchants attract consumers who would not ordinarily patronize their business without a major price incentive.

A new working paper, "To Groupon or Not to Groupon," sets out to help small businesses decide. These vouchers also benefit merchants through advertising, simply by informing consumers of a merchant's existence via e-mail.

Christensen, Intuit’s Scott Cook, and Advertising Research Foundation’s Taddy Hall.

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book.

Here's why every CEO should spend at least 10 percent of his or her time thinking about, talking to, and steering the organization to the customer.

Closed for comment; Harvard Business School professor emeritus James L.Many service settings could be improved if managers actively mitigated last place aversion.When a business known for delivering an exemplary customer experience faces cutbacks, what services get chopped?Closed for comment; A new case coauthored by HBS marketing professor John Deighton and research associate Leora Kornfeld offers an object lesson in the dangers social media can bring for big, recognizable companies and their brands. Open for comment; The world is beating a path to Chef Ferran Adrià's door at el Bulli, but why?Closed for comment; Every corporate mission statement pays lip service to respecting customer needs, but actual customer expertise is typically a mile wide and an inch deep, says Harvard Business School professor John Quelch.Today it's called "customer experience," and everyone in the company is responsible for exceeding expectations.Open for comment; Firms increasingly deploy self-service technologies (SSTs) to manage customer interfaces that are inherently stressful.Thales Teixeira discusses his research on the second wave of Internet disruption. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time.Open for comment; Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town. Firms rated lower in service quality are more or less immune from the high-end challenger.In the public sector, the connection between customer satisfaction and organizational stability and financial standing may not be as direct—particularly in public services that are largely, if not wholly, provided by a single public entity. by switching to another operator” (Schiefelbusch 2009, p. However, there are several services and regions in which both the public and private sectors essentially compete for customers (e.g., package delivery and transportation).When there is only one service provider (or even a handful of them), “customers cannot express their dissatisfaction with the service . In the services where competition exists, public agencies may have to continually win customers’ loyalty.


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