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Achieving customer satisfaction : service quality from the customer perspective

Material type: Text

TextPublication details: AT&T Quality Steering Committee [S.l.]US 1990Description: xiv, 104 pAction note:

2/5/01 TESSA_H

Summary: Seeks to help managers to make a stronger connection between business activities and customer satisfaction. Advocates the following four-step process: collecting and analysing customer, competitor, and market information; setting quality improvement objectives; developing business process measures; and, using feedback both from customers and from the process, to evaluate the objectives.

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Bibliography: p.90-93. Located in the Learning Resource Centre.

Seeks to help managers to make a stronger connection between business activities and customer satisfaction. Advocates the following four-step process: collecting and analysing customer, competitor, and market information; setting quality improvement objectives; developing business process measures; and, using feedback both from customers and from the process, to evaluate the objectives.

2/5/01 TESSA_H

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