Customer Loyalty and Satisfaction
The True Test of Loyalty
The customer loyalty field has experienced much technological innovation, such as automated reporting portals and integration of attitudinal and behavioral data in customer relationship management applications, over the past decade....
Perspectives: Survey Overload
Some years ago, I was presented the bill at a restaurant. In addition to the itemized list of charges, the little billfold contained a customer comment card. “Wow,” I thought, “what a great idea. This place is really on the ball.”...
Healthy Returns
The future of any enterprise depends on the quality of its customer service. All organizations—even those manufacturing products—are service organizations because all create value for customers by performing services....
A Service Framework
To help service quality professionals negotiate the unique challenges they encounter, the ASQ Service Quality Division envisaged the Service Quality Body of Knowledge as an umbrella framework....
American Statistical Association Conference on Statistical Practice
February 16–18 | Orlando, FL
Visit www.amstat.org/meetings/csp/2012/index.cfm.
ASQ Lean and Six Sigma Conference
February 27–28 | Phoenix, AZ
Visit http://asq.org/conferences/six-sigma.
ASQ members exchange comments, suggestions, questions and ideas inspired by articles or letters in Quality Progress.
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