Does it pay to invest in customer satisfaction?

Ambros Scope and Hannsfriedrich Braun

This paper delivers empirical proof that actions to improve Customer satisfaction also lead to an increase of yield.

Does It Pay To Invest In Customer Satisfaction?

Effects of customer satisfaction measurement and improvement on earnings

Hannsfriedrich Braun Lufthansa Cargo AG, Business IntelligenceAmbros Scope Imagin (Schweiz) AG

INTRODUCTION

Measuring and improving...

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