While many researchers have contributions to the now extensive literature on service quality, there is much less research on what a joy in service quality and customer delight as company. Examines inspire the differences between customer satisfaction and, above all, enjoy the benefits, rather than merely satisfy the customers. Describes how to inspire customers and describes how to build a successful customer delight program and implement how to measure … Read more »

While many researchers have contributions to the now extensive literature on service quality, there is much less research on what a joy in service quality and customer delight as company. Examines inspire the differences between customer satisfaction and, above all, enjoy the benefits, rather than merely satisfy the customers. Describes how to inspire customers and describes how to build a successful customer delight program and how to implement measure customer delight. Also, do to the possible pitfalls.
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Barry Berman
Source: California Management Review
24 pages.
Release date: 01 November, 2005. Prod #: CMR328-PDF-ENG
How to Make Your Customer HBR case solution