Avoiding the customer satisfaction rut

MIT Sloan Management Review

Volumn 44, Issue 4, 2003, Pages 73-77

  Dahlsten, Fredrik ^a,b  

^a CHALMERS UNIVERSITY OF TECHNOLOGY   (Sweden)

^b VOLVO CAR CORPORATION   (Sweden)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 8644287928     PISSN: 7653697     EISSN: 1782155X     Source Type: Journal    
DOI: None     Document Type: Article

References (24)

1. For an overview of the relation between customer satisfaction and other business parameters, see E.W. Anderson and M. Sullivan, "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science 12, no. 2 (1993): 125-143;
2. E.W. Anderson, C. Fornell and D.R. Lehmann, "Customer Satisfaction, Market Share and Profitability: Findings From Sweden," Journal of Marketing 58 (July 1994): 53-66.
3. N.F. Piercy, "The Effects of Customer Satisfaction Measurement: The Internal Market Versus the External Market," Marketing Intelligence and Planning 14, no. 4 (1996): 9-15.
4. "Customer orientation" is used in the meaning of the widely acknowledged term "market orientation." See S.F. Slater and J.C. Narver, "Customer-Led and Market-Oriented: Let's Not Confuse the Two," Strategic Management Journal 19 (October 1998): 1,001-1,106.
5. B. Lin and C.A. Jones. "Some Issues in Conducting Customer Satisfaction Surveys," Journal of Marketing Practice: Applied Marketing Science 3, no. 1 (1997): 4-13.
6. The confirmation/disconfirmation paradigm for satisfaction/ dissatisfaction is presented in Y. Yi, "A Critical Review of Customer Satisfac tion," in "Review of Marketing 1990," ed. V.A. Zeithaml (Chicago: American Marketing Association, 1990).
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