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Measuring and Managing the Satisfaction - Loyalty - Performance Links at Volvo
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.ORCID-id: 0000-0001-8278-1442
2000 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

In this paper a general framework is developed for linking measures from quality to business performance via customer satisfaction and loyalty. We illustrate how the framework has been applied at Volvo Car Corporation. The example shows that it is possible to establish where a company should focus its improvement efforts in order to making it pay off. This in terms of that Volvo gains a greater number of loyal customers that actually spend more money with the company

sted, utgiver, år, opplag, sider
2000.
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-21336OAI: oai:DiVA.org:kau-21336DiVA, id: diva2:595010
Konferanse
at QUIS7 (Quality in Services), June 13-16, Karlstad
Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2014-12-11

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