The effectiveness of customer satisfaction measurements: a Ford of Mexico case study

This paper illustrates the evolution of the dealership training for Ford of México with the global customer satisfaction program, Customer Viewpoint.

The effectiveness of customer satisfaction measurements: A Ford of Mexico case study

Leopold Zuñiga HernandezFord de México, Mexico

Angela MomneyGlobal Division, The RDA Group, Inc., United States

Jorge CherbosqueUCLA (University of California,...