Abstract
In the conventional literature of marketing the measurement of customer satisfaction, and the appropriate reaction to these measurements by management, is central to the implementation of the marketing concept and implicit in recent conceptualizations of market orientation. This centrality is reflected in the widespread advocacy of customer satisfaction measurement in the prescriptive practitioner literature, and the adoption of customer satisfaction management approaches.
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© 2015 The Academy of Marketing Science
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Piercy, N.F., Morgan, N.A. (2015). Process Issues in Customer Satisfaction Measurement and Management. In: Levy, M., Grewal, D. (eds) Proceedings of the 1993 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13159-7_145
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DOI: https://doi.org/10.1007/978-3-319-13159-7_145
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Publisher Name: Springer, Cham
Print ISBN: 978-3-319-13158-0
Online ISBN: 978-3-319-13159-7
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