Measuring customer satisfaction
Resource type
Authors/contributors
- Ellis, Lynn W (Author)
- Curtis, Carey C (Author)
Title
Measuring customer satisfaction
Abstract
Survey research on measuring customer satisfaction using an index, market share and a lead user confirms that satisfaction must be with the firm as an innovator well as with the innovative service or product. The customer is defined as not only the end user or consumer but as a downstream counterpart of R&D in the same company or in other parts of the distribution chain. For an overall indication of customer satisfaction, measure the firm's responsiveness, its technology (capabilities and products) and product quality/reliability.
Publication
Research-technology Management
Date
SEP-OCT 1995
Volume
38
Issue
5
Pages
45-48
Citation Key
pop00112
ISSN
0895-6308
Extra
11 citations (Crossref) [2023-10-31]
Citation Key Alias: lens.org/062-719-370-151-663
tex.type: [object Object]
Citation
Ellis, L. W., & Curtis, C. C. (1995). Measuring customer satisfaction. Research-Technology Management, 38(5), 45–48. https://doi.org/10.1080/08956308.1995.11674294
Link to this record