The high price of customer satisfaction

• Autores: Timothy Keiningham, Sunil Gupta, Lerzan Aksoy, Alexander Buoye
• Localización: MIT Sloan management review, ISSN 1532-9194, Vol. 55, Nº 3, 2014, págs. 37-46
• Idioma: inglés
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• Resumen

  • The article discusses customer satisfaction and the financial performance of organizations, focusing on the results of research which indicates that customer satisfaction rates are more beneficial for a company when they improve upon the rates of competitors as of 2014. Topics include customer loyalty, consumer spending habits, market shares, and customer satisfaction at companies that provide services for niche markets.