Customer loyalty: Playing for keeps

Quality Progress

Volumn 29, Issue 2, 1996, Pages 25-30

  Struebing, Laura ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

COMPETITION; COSTS; INDUSTRIAL MANAGEMENT; INDUSTRIAL RESEARCH; JOB SATISFACTION; MARKETING; MEASUREMENTS; PERSONNEL; PRODUCT DESIGN; SURVEYS;

CUSTOMER LOYALTY; CUSTOMER RETENTION; CUSTOMER SATISFACTION; CUSTOMER SERVICE;

QUALITY CONTROL;

EID: 0030079054     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (22)

1. Michael W. Lowenstein, Customer Retention: An Integrated Process for Keeping Your Best Customers (Milwaukee, WI: ASQC Quality Press, 1995).
2. Thomas O. Jones and W. Earl Sasser Jr., "Why Satisfied Customers Defect," Harvard Business Review, Nov.-Dec. 1995, pp. 88-99.
3. For more information on calculating how much a loyal customer is worth, see Wilton Woods. "After All You've Done for Your Customers, Why Are They Still Not Happy?" FORTUNE, Dec. 11, 1995, p. 182.
4. For more information, see Frederick F. Reichheld and W. Earl Sasser, "Zero Defections, Quality Comes to Services," Harvard Business Review, Sept.-Oct. 1990.
5. Sheila Kessler, Total Quality Service (Milwaukee, WI: ASQC Quality Press, 1995).
6. ibid.
7. James Bredin, "Keeping Customers," Industry Week, Oct. 2, 1995, p. 62.
8. Carl Sewell and Paul B. Brown, Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer (New York, NY: Doubleday, 1990).
9. Kessler, Total Quality Service, p. 74.
10. For more information on this survey, contact Burke Customer Satisfaction Associates, 805 Central Ave., Cincinnati, OH 45202, (513) 684-7659, fax (513) 684-7717.
11. Jan Carlzon, Moments of Truth (Cambridge, MA: Ballinger, 1987).
12. For more information on Saturn, see David A. Aaker, "Building a Brand: The Saturn Story," California Management Review, Winter 1994, pp. 114-133, or Karen Bemowski, "To Boldly Go Where So Many Have Gone Before," Quality Progress, February 1995, pp. 29-33.
13. For more information on Saturn, see David A. Aaker, "Building a Brand: The Saturn Story," California Management Review, Winter 1994, pp. 114-133, or Karen Bemowski, "To Boldly Go Where So Many Have Gone Before," Quality Progress, February 1995, pp. 29-33.
14. "The New Mustang." The Quality Minutes, video, Juran Institute and Center for Video Education, Vol. 1., No. 1.
15. Jeffrey J. Zornitsky, "Frontline Facts," in Leveraging Frontline Capability (New York, NY: The Conference Board, Inc., 1995), pp. 13-15.
16. Wendell J. Knox, "Strengthening Relationships for Better Service," in Leveraging Frontline Capability (New York, NY: The Conference Board, Inc., 1995), pp. 9-11.
17. Ibid.
18. Zornitsky, "Frontline Facts."
19. Thomas K, Connellan and Ron Zemke, Sustaining Knock Your Socks Off Service (New York, NY: AMACOM, 1993).
20. Ibid.
21. Ibid.
22. Tom Harvey, "Service Quality: The Culprit and the Cure," Bank Marketing, June 1, 1995.