From Customer Satisfaction to Customer Segmentation
Stephen Bairfelt Shell UK Limited, United Kingdom andTrevor J. Richards Research Surveys of Great Britain (RSGB), United Kingdom1. SHELL STRUCTURE
It will come as a surprise to few to learn that Shell companies together form one of the largest enterprises in the world.
The Royal Dutch/Shell Group was formed in 1907, when Royal Dutch Petroleum and The Shell Transport and Trading Company Ltd agreed to merge their interests. Royal Dutch has a 60% interest and Shell Transport a 40% interest in the Group, which comprises holding companies, service...