| Title: |
Implementing Quality Improvement Programs Designed to Enhance Customer Satisfaction: Quasi-Experiments in the United States and Spain. |
| Authors: |
Simester, Duncan I.; Hauser, John R.; Wernerfelt, Birger; Rust, Roland T. |
| Source: |
Journal of Marketing Research (JMR); Feb2000, Vol. 37 Issue 1, p102-112, 11p, 5 Charts |
| Subject Terms: |
CUSTOMER satisfaction; MATHEMATICAL models of marketing; STATISTICAL quality control; BUSINESS-to-business transactions; PREDICTION models; MATHEMATICAL economics; REGIONAL differences; PREFERENCE heterogeneity; MARKETING theory; INDUSTRIAL marketing; ECONOMIC statistics; QUALITY; THEORY-practice relationship |
| Geographic Terms: |
UNITED States; SPAIN |
| Abstract: |
A multinational firm uses sophisticated, state-of-the-art methods to design and implement customer satisfaction improvement programs in the United States and Spain. Quasi-experimental analysis reveals a complex and surprising picture that highlights (1) implementation issues (empowerment), (2) a construct of residual satisfaction not captured by customer needs, and (3) the managerial need for combining nonequivalent controls and nonequivalent dependent variables. [ABSTRACT FROM AUTHOR] |
| : |
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| Database: |
Complementary Index |