Satisfaction matters. Continuous consumer satisfaction and loyalty research as guiding principle for business processes

Bert Boerma and Harm Hartman

Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes.

Satisfaction Matters

Continuous customer satisfaction and loyalty research as a guiding principle for business processes

Bert BoermaKPN Mobile, Netherlands.

Harm HartmanInterview-NSS, Netherlands.

INTRODUCTION

Mobile communication changes our daily lives....

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