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Creating Total Customer Satisfaction: A Service Quality Strategy That Will Work for You

Summary: This article offers a strategy for reframing service quality management by changing from a producer-centered culture to a customer-centered culture. The concepts of service quality and customer service are different but share the common goal of customer satisfaction. Rather than relying on measuring complaints and satisfaction to understand performance, organizations should focus on designing quality into service, based on three factors that help determine quality and customer satisfaction: objective performance of the service or manufactured product, perception of the product and related subjective experiences, and outcome or desired results achieved by use of the product. A six-step process can help organizations address important changes in language, roles, and measures that can lead to a new and systematic view of services.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Customer satisfaction (CS), Measurement, Service, Process improvement, Training, Strategic planning,
  • Author: Lawton, Robin
  • Journal: Journal for Quality and Participation