Best in brief: Stuck in a rut

Review's Frederick Dahisten's 'Stuck in a Rut', published in the MIT Sloan Management Review. The article discusses Volvo's leading approach to enhancing customer satisfaction - an area where many companies fall short.

best in brief

MIT Sloan Management Review: Stuck in a rut

Frederick Dahisten

Douglas WestUniversity of Westminster

Many firms have extensive and rigorous customer satisfaction measurements, but it is not always clear that the right variables are measured...

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