What does your customer really want?

Quality Progress

Volumn 31, Issue 1, 1998, Pages 63-68

  Fredericks, Joan O ^a,b,c   Salter II, James M ^a,c,d  

^a TOTAL   (France)

^b Columbia University ^*  (United States)

^c ASQC ^*  (United States)

^d UNIVERSITY OF MISSOURI   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

PUBLIC RELATIONS; QUALITY CONTROL; STRATEGIC PLANNING;

CUSTOMER SATISFACTION;

QUALITY ASSURANCE;

EID: 0031699536     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (5)

1. Fred F. Reichheld, The Loyalty Effect (Boston, MA: Harvard Business School Press, 1996).
2. Bradley T. Gale, Managing Customer Value (New York, NY: The Free Press, 1994).
3. R.E. Kordupleski, "Impacting Market Share by Tracking and Managing Relative Customer Value," speech given at AMA/ASQC 7th Annual Customer Satisfaction & Quality Conference, 1995.
4. J.A. Miller, Implementing Activity-Based Management in Daily Operations (New York, NY: John Wiley & Sons, Inc., 1996).
5. W.W. Hubbell Jr., "Combining Economic Value Added and Activity-Based Management," Journal of Cost Management, Spring 1996, pp. 18-29.