True loyalty - the predictive value of customer satisfaction indicators

Ton Otker, Maarten Schellekens, Harm van Leeuwen and Reinier Heutink

Both product and customer care impact company-customer relationships. Management needs information on their performance and relationship with future business growth, and a wide variety of opinions and scientific research exists on best indicators.

True loyalty – the predictive value of customer satisfaction indicators

Ton OtkerPhilips Consumer Electronics, Netherlands

Maarten SchellekensPhilips Domestic Appliances and Personal Care, Netherlands

Harm van Leeuwen and Reinier HeutinkInterview-NSS,...

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