Becoming a customer-driven organization

Article Abstract:

Customer-based businesses must always prioritize customer satisfaction. A study by Forum Corp. signifies a more intricate relationship between customer and seller than in the past. It proposes moves which the organization can undertake to become a customer- driven company. For one, companies must always put their customers first before anything else. Their employees must also work towards customer satisfaction, retention and growth. Suggestions on how to become a customer-driven company are also given.

Evaluation

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Quality for value-added perceptions and bottom-line results

Article Abstract:

The conceptual model of service quality is proposed as an effective method for reconciling the variance between customers' needs and management perception of customers' expectations. The model identifies five service gaps which may occur when customers and service providers interact. Suggestions on how to avoid or close these gaps and achieve quality for value-added perceptions and bottom-line results are provided.

Models, Consumer confidence

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Managing consumer expectations of low-margin, high-volume services

Article Abstract:

The factors that affect customer expectations from low-margin, high-volume service companies are studied. A survey of video-rental store customers show that expectations were shaped by firm image, satisfaction with previous service, word-of-mouth communications and store location. Service quality affected customer satisfaction while firm image influenced service quality assessments.

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