Customer Loyalty and Satisfaction

Editor's Pick
Open Access

The True Test of Loyalty

by Hayes, Bob

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....

Reader Memories

by Dal Porto, Lindsay

A collection of memories, anecdotes and best wishes from QP readers....

Mind the Gaps

by Kennedy, Denise M.

Surveys of customers across various economic sectors, including healthcare, indicate decreasing satisfaction with service. Delivering better service requires an understanding of three unique characteristics....

Best of Back to Basics: Customer Delight

by Curtis, Harold

We all know the basics of customer satisfaction: on-time delivery, quality performance, customer complaint resolution and parts per million (PPM). Now that you have obtained the pinnacle 100% on-time delivery, zero PPM and no customer complaints, what’s...

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