Five myths about customer satisfaction

Quality Progress

Volumn 29, Issue 12, 1996, Pages 57-60

  Rosenberg, Jarrett ^a,b,c  

^a SUN MICROSYSTEMS   (United States)

^b UNIVERSITY OF CALIFORNIA   (United States)

^c ASQC ^*

Author keywords

[No Author keywords available]

Indexed keywords

DATA ACQUISITION; INFORMATION USE; MARKETING; PUBLIC RELATIONS;

CUSTOMER SATISFACTION;

QUALITY ASSURANCE;

EID: 0030396354     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (11)

1. The American Customer Satisfaction Index is a collaboration between ASQC and the National Quality Research Center of the University of Michigan's School of Business Administration in Ann Arbor. Started in 1994, it measures seven sectors of the economy, including 40 industries and more than 200 individual companies and advertising agencies, private and public.
2. Barsky, J., World Class Customer Satisfaction (New York, NY: Irwin, 1995).
3. Denton, D.K., Horizontal Management: Beyond Total Customer Satisfaction (New York, NY: Macmillan, 1991).
4. Dutka, A., AWA Handbook for Customer Satisfaction (Lakewood, IL: NTC Publishing, 1994).
5. Erevelles, S., and C. Leavitt, "A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction," Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 5, 1992, pp. 104-114.
6. Horovitz, J., and M. Panak, Total Customer Satisfaction (New York, NY: Irwin, 1994).
7. Lytle, J., What Do Your Customers Really Want? (Chicago, IL: Probus Publishing, 1993).
8. National Quality Research Center, 1994 American Customer Satisfaction Index Methodology Report, September 1994.
9. Naumann, E., and K. Giel, Customer Satisfaction Measurement and Management (New York, NY: ITP, 1995).
10. Rust, R.T., and R.L. Oliver, Service Quality: New Directions in Theory and Practice (Thousand Oaks, CA: Sage, 1994).
11. Yi, Y. "A Critical Review of Consumer Satisfaction," in V.A. Zeithaml, editor, Review of Marketing 1990 (Chicago, IL: American Marketing Association, 1990).