Measuring customer satisfaction: a key dimension of business performance

IF 0.8 Q4 MANAGEMENT

International Journal of Business Performance Management Pub Date : 2000-01-01 DOI:10.1504/IJBPM.2000.000074

K. Kristensen, A. Martensen, Lars Grønholdt

引用次数: 30

Abstract

Customer satisfaction is an increasingly powerful dimension of business performance. Firstly, the article describes empirical evidence that customer satisfaction measures, based on a modelling approach, have an impact on business results and shareholder value; that is, customer satisfaction is a forward-looking performance measure. Secondly, the article presents the methodology behind the recently introduced European Customer Satisfaction Index (ECSI) and its successful application to measuring and managing customer satisfaction, customer loyalty and their drivers at Post Denmark. Finally, practitioner and academic implications are discussed.

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衡量顾客满意度:企业绩效的一个关键维度

客户满意度是企业绩效的一个日益强大的维度。首先，本文描述了基于建模方法的客户满意度测量对业务结果和股东价值产生影响的经验证据;也就是说，客户满意度是一种前瞻性的绩效衡量标准。其次，文章介绍了最近推出的欧洲客户满意度指数(ECSI)及其成功应用的方法，以衡量和管理客户满意度，客户忠诚度和他们的司机在丹麦邮政。最后，讨论了实践意义和学术意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Business Performance Management MANAGEMENT-

CiteScore

1.90

自引率

10.00%

发文量

期刊介绍： The most distinctive characteristic of a high performance organisation is a strong commitment to explore innovative thinking as a means of delivering a breakthrough in performance. IJBPM aims to examine both hard and soft perspectives in managing business performance, in both public and corporate organisations. Topics covered include: -Business strategy and business process re-engineering Corporate culture- Education and training, organisational learning- Ethical and environmental issues- Intellectual assets management- Innovation and knowledge management- Internet/intranet- Operations strategy- Outsourcing and strategic alliances- Modelling techniques- Performance benchmarking and measurement- Productivity and quality- Public sector management- Technological change and impact- Virtual team working.