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Measuring and Managing the Satisfaction - Loyalty - Performance Links at Volvo
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
2000 (English)Conference paper, (Refereed)
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

Place, publisher, year, edition, pages
2000.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-21336OAI: oai:DiVA.org:kau-21336DiVA: diva2:595010
Conference
at QUIS7 (Quality in Services), June 13-16, Karlstad
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2014-12-11

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
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  • vancouver
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