Are you tired of guessing what your customers truly want? Do you struggle to get actionable insights from your customer satisfaction surveys? Look no further, the Action Analysis in Performance Plans Knowledge Base is here to revolutionize the way you understand and analyze your customers′ feedback.
Our database consists of carefully curated questions that are designed to uncover the most critical information from your customers.
These questions are categorized by urgency and scope, ensuring that you get results that are timely and relevant to your business.
With over 1508 prioritized requirements and solutions, this knowledge base is a comprehensive tool for any professional looking to improve their customer satisfaction strategy.
Unlike other tools on the market, our Action Analysis in Performance Plans knowledge base goes beyond just providing the basic requirements.
It also offers benefits, results, and example case studies/use cases to help you understand how to use the data effectively.
You can trust that our dataset is constantly updated to stay ahead of the competition and provide you with the most relevant and up-to-date information.
We understand that every business has different needs and budgets, which is why we offer an affordable DIY alternative to expensive consulting services.
Our product details and specifications overview make it easy for anyone to use and get meaningful insights from their Action Analysis.
But don′t just take our word for it, research has shown that utilizing Performance Plans for customer satisfaction can result in improved retention rates, higher customer loyalty, and increased revenue.
With our knowledge base, you can tap into these benefits and drive success for your business.
Whether you′re a small business or a large corporation, our Action Analysis in Performance Plans Knowledge Base is perfect for businesses of all sizes.
Say goodbye to guesswork and hello to data-driven decision making with our user-friendly and cost-effective tool.
Don′t let your competitors get ahead by neglecting the importance of understanding customer satisfaction.
Invest in our knowledge base and gain a competitive advantage in your industry.
See for yourself the pros and cons of our product and join the many businesses that have already improved their customer satisfaction through Performance Plans.
In short, our Action Analysis in Performance Plans Knowledge Base is your one-stop-shop for all things customer satisfaction.
With its comprehensive and customizable approach, business professionals like you can make informed decisions and drive success for your company.
Don′t wait any longer, try it out today and see the results for yourself!
Are non financial indicators of financial performance an analysis of customer satisfaction?
Action Analysis
Action Analysis is the evaluation of customer happiness with a product or service. It can be a non-financial indicator of financial performance.
1. Use Performance Plans techniques to analyze customer feedback and identify areas for improvement.
- Benefits: Helps improve overall customer satisfaction, leading to increased loyalty and potential revenue growth.
2. Utilize predictive analytics to anticipate customer needs and proactively address them.
- Benefits: Can help improve customer satisfaction by addressing issues before they become problems, leading to a better customer experience.
3. Employ sentiment analysis to understand the overall sentiment of customers towards the company.
- Benefits: Provides insights into how customers perceive the company and its products/services, helping improve customer satisfaction and brand reputation.
4. Implement a customer segmentation strategy to tailor products/services to specific customer groups.
- Benefits: Allows for a more personalized customer experience, leading to increased satisfaction and potential upselling/cross-selling opportunities.
5. Use data visualization tools to better understand customer behavior and preferences.
- Benefits: Helps identify patterns and trends in customer data, allowing for more targeted and effective strategies to improve satisfaction.
6. Monitor social media channels to gather feedback and respond to customer concerns in real-time.
- Benefits: Enables proactive customer service and shows that the company cares about its customers, leading to increased satisfaction and brand loyalty.
7. Conduct regular customer satisfaction surveys to gather valuable feedback and measure satisfaction levels.
- Benefits: Provides direct insights from customers and helps track improvement over time, guiding future strategies for enhancing satisfaction.
8. Utilize Performance Plans to identify and address common pain points or issues for customers.
- Benefits: Can lead to improved products/services and an enhanced overall customer experience, resulting in increased satisfaction and potential word-of-mouth referrals.
CONTROL QUESTION: Are non financial indicators of financial performance an analysis of customer satisfaction?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
By 2030, our company will set the industry standard for Action Analysis by integrating non-financial indicators into the measurement of financial performance. Our goal is to develop a comprehensive and innovative system that not only tracks the traditional metrics of profitability and revenue but also evaluates the impact of customer satisfaction on these financial results.
We will achieve this by utilizing cutting-edge technology and data analytics to capture and analyze customer feedback from various touchpoints, such as social media, surveys, and customer service interactions. This will allow us to gain a deeper understanding of our customers′ satisfaction levels and identify key drivers for their loyalty.
Moreover, we will collaborate with leading experts in the field of psychology and consumer behavior to develop a unique and holistic approach to measuring customer satisfaction. This will include incorporating emotional and psychological factors, such as trust and brand perception, into our analysis.
Our ultimate goal is to create a system that not only measures customer satisfaction but also provides actionable insights for improving it. By 2030, we aim to be recognized as the go-to source for companies looking to enhance their customer satisfaction and drive long-term financial success. With our innovative approach, we will disrupt the status quo and revolutionize how businesses measure and prioritize their customers′ satisfaction.
"As someone who relies heavily on data for decision-making, this dataset has become my go-to resource. The prioritized recommendations are insightful, and the overall quality of the data is exceptional. Bravo!"
Introduction:
In today′s competitive business landscape, customer satisfaction has become a key factor in determining the success of an organization. It is widely acknowledged that satisfied customers drive financial performance and contribute significantly to the long-term sustainability of a company. However, the question remains whether non-financial indicators of financial performance, specifically customer satisfaction, can serve as an accurate measure of an organization′s financial success. This case study aims to analyze the relationship between customer satisfaction and financial performance in a customer-centric organization and determine if non-financial indicators of financial performance, such as customer satisfaction, are a reliable measure of financial success.
Client Situation:
The client in this case study is a leading retail company specializing in apparel and fashion accessories. The company faced fierce competition from both online and offline retailers, leading to a decline in sales and the overall profitability of the organization. In addition, the company received several complaints from customers regarding the quality of products, customer service, and overall shopping experience. The management recognized the importance of addressing these issues and decided to engage a consulting firm to conduct a Action Analysis and identify areas for improvement.
Consulting Methodology:
The consulting firm followed a multi-step methodology to conduct the Action Analysis. Initially, the consulting team conducted a detailed literature review to gain insights into the current understanding of the relationship between customer satisfaction and financial performance. The team also reviewed the company’s financial statements and analyzed the trends in key financial indicators, such as revenue, profitability, and market share, over the past three years. Additionally, the consulting team conducted interviews with key stakeholders in the company, including senior management, employees, and customers, to understand their perspectives on customer satisfaction and its impact on the organization′s financial performance.
Deliverables:
Based on the findings from the analysis, the consulting firm provided the following deliverables to the client:
1. A comprehensive report detailing the correlation between customer satisfaction and financial performance, backed by empirical evidence and academic research. The report also highlighted the key factors driving customer satisfaction within the organization.
2. A detailed analysis of the company’s financial performance, identifying the key drivers of revenue and profitability.
3. Recommendations for improving customer satisfaction based on best practices in the industry, including implementing a customer-centric culture, developing robust customer feedback mechanisms, and enhancing employee training programs.
Implementation Challenges:
The implementation of the proposed recommendations faced several challenges, including resistance from employees who were accustomed to traditional methods and processes, lack of resources and budget constraints, and the need for a significant cultural shift towards a customer-centric approach. To address these challenges, the consulting firm worked closely with the client′s senior management to develop a comprehensive roadmap for implementation, which included timelines, resource allocation, and monitoring mechanisms.
Key Performance Indicators (KPIs):
To measure the success of the implementation, the consulting firm identified the following KPIs:
1. Customer Satisfaction Score (CSAT): The CSAT score is a widely used metric to measure how satisfied customers are with a product or service. It would be measured through regular customer surveys, which would capture customer feedback on various aspects, including product quality, service, and overall shopping experience.
2. Net Promoter Score (NPS): NPS is a metric that measures the loyalty of customers to a company by asking them if they would recommend the company′s products or services to others. This metric would help the company in gauging the level of customer satisfaction and loyalty towards the brand.
3. Revenue Growth: The ultimate goal of implementing a customer-centric approach is to drive revenue growth. Therefore, an increase in revenue would serve as a primary indicator of the success of the implementation.
Management Considerations:
The client′s management played a crucial role in ensuring the success of the Action Analysis and its implementation. They provided full support and commitment to the consulting team, allocated necessary resources, and actively participated in the development and execution of the implementation roadmap. Furthermore, the management also played a crucial role in fostering a customer-centric culture within the organization by establishing clear communication channels and promoting employee empowerment.
Conclusion:
The consulting firm′s Action Analysis provided substantial evidence to support the hypothesis that non-financial indicators of financial performance, such as customer satisfaction, are a reliable measure of an organization′s financial success. The implementation of the proposed recommendations significantly improved the customer experience, resulting in a considerable increase in the company′s revenue and profitability. This case study highlights the importance of considering non-financial indicators of financial performance, such as customer satisfaction, in understanding an organization′s overall financial health. Moreover, it emphasizes the need for organizations to build a strong customer-centric culture and continuously invest in understanding and meeting their customers′ evolving needs and expectations to drive long-term financial success in today′s competitive business landscape.
References:
1. Anderson, J.C., & Narus, J.A. (1998). Business Marketing: Understand What Customers Value. Harvard Business Review, September-October 1998.
2. Chaudhuri, A., & Holbrook, M.B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, Vol. 65, No. 4, pp. 81-93.
3. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
4. Haenlein, M., Schoneberger, B., & Wirtz, B.W. (2016). Customer satisfaction and shareholder value revisited: A customer-based approach versus touchpoint-level satisfaction. Journal of Business Research, Vol. 69, No. 9, pp. 3869-3876.
5. Matzler, K., Hinterhuber, H.H., Bailom, F., & Sauerwein, E. (1996). How to Delight Your Customers. Journal of Marketing Management, Vol. 12, No. 7, pp. 587-593
Our database consists of carefully curated questions that are designed to uncover the most critical information from your customers.
These questions are categorized by urgency and scope, ensuring that you get results that are timely and relevant to your business.
With over 1508 prioritized requirements and solutions, this knowledge base is a comprehensive tool for any professional looking to improve their customer satisfaction strategy.
Unlike other tools on the market, our Action Analysis in Performance Plans knowledge base goes beyond just providing the basic requirements.
It also offers benefits, results, and example case studies/use cases to help you understand how to use the data effectively.
You can trust that our dataset is constantly updated to stay ahead of the competition and provide you with the most relevant and up-to-date information.
We understand that every business has different needs and budgets, which is why we offer an affordable DIY alternative to expensive consulting services.
Our product details and specifications overview make it easy for anyone to use and get meaningful insights from their Action Analysis.
But don′t just take our word for it, research has shown that utilizing Performance Plans for customer satisfaction can result in improved retention rates, higher customer loyalty, and increased revenue.
With our knowledge base, you can tap into these benefits and drive success for your business.
Whether you′re a small business or a large corporation, our Action Analysis in Performance Plans Knowledge Base is perfect for businesses of all sizes.
Say goodbye to guesswork and hello to data-driven decision making with our user-friendly and cost-effective tool.
Don′t let your competitors get ahead by neglecting the importance of understanding customer satisfaction.
Invest in our knowledge base and gain a competitive advantage in your industry.
See for yourself the pros and cons of our product and join the many businesses that have already improved their customer satisfaction through Performance Plans.
In short, our Action Analysis in Performance Plans Knowledge Base is your one-stop-shop for all things customer satisfaction.
With its comprehensive and customizable approach, business professionals like you can make informed decisions and drive success for your company.
Don′t wait any longer, try it out today and see the results for yourself!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1508 prioritized Action Analysis requirements. - Extensive coverage of 215 Action Analysis topic scopes.
- In-depth analysis of 215 Action Analysis step-by-step solutions, benefits, BHAGs.
- Detailed examination of 215 Action Analysis case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: Speech Recognition, Debt Collection, Ensemble Learning, Performance Plans, Regression Analysis, Prescriptive Analytics, Opinion Mining, Plagiarism Detection, Problem-solving, Process Mining, Service Customization, Semantic Web, Conflicts of Interest, Genetic Programming, Network Security, Anomaly Detection, Hypothesis Testing, Machine Learning Pipeline, Binary Classification, Genome Analysis, Telecommunications Analytics, Process Standardization Techniques, Agile Methodologies, Fraud Risk Management, Time Series Forecasting, Clickstream Analysis, Feature Engineering, Neural Networks, Web Mining, Chemical Informatics, Marketing Analytics, Remote Workforce, Credit Risk Assessment, Financial Analytics, Process attributes, Expert Systems, Focus Strategy, Customer Profiling, Project Performance Metrics, Sensor Performance Plans, Geospatial Analysis, Earthquake Prediction, Collaborative Filtering, Text Clustering, Evolutionary Optimization, Recommendation Systems, Information Extraction, Object Oriented Performance Plans, Multi Task Learning, Logistic Regression, Analytical CRM, Inference Market, Emotion Recognition, Project Progress, Network Influence Analysis, Action Analysis, Optimization Methods, Data compression, Statistical Disclosure Control, Privacy Preserving Performance Plans, Spam Filtering, Text Mining, Predictive Modeling In Healthcare, Forecast Combination, Random Forests, Similarity Search, Online Anomaly Detection, Behavioral Modeling, Performance Plans Packages, Classification Trees, Clustering Algorithms, Inclusive Environments, Precision Agriculture, Market Analysis, Deep Learning, Information Network Analysis, Machine Learning Techniques, Survival Analysis, Cluster Analysis, At The End Of Line, Unfolding Analysis, Latent Process, Decision Trees, Data Cleaning, Automated Machine Learning, Attribute Selection, Social Network Analysis, Data Warehouse, Data Imputation, Drug Discovery, Case Based Reasoning, Recommender Systems, Semantic Performance Plans, Topology Discovery, Marketing Segmentation, Temporal Data Visualization, Supervised Learning, Model Selection, Marketing Automation, Technology Strategies, Customer Analytics, Data Integration, Process performance models, Online Analytical Processing, Asset Inventory, Behavior Recognition, IoT Analytics, Entity Resolution, Market Basket Analysis, Forecast Errors, Segmentation Techniques, Emotion Detection, Sentiment Classification, Social Media Analytics, Data Governance Frameworks, Predictive Analytics, Evolutionary Search, Virtual Keyboard, Machine Learning, Feature Selection, Performance Alignment, Online Learning, Data Sampling, Data Lake, Social Media Monitoring, Package Management, Genetic Algorithms, Knowledge Transfer, Customer Segmentation, Memory Based Learning, Sentiment Trend Analysis, Decision Support Systems, Data Disparities, Healthcare Analytics, Timing Constraints, Predictive Maintenance, Network Evolution Analysis, Process Combination, Advanced Analytics, Big Data, Decision Forests, Outlier Detection, Product Recommendations, Face Recognition, Product Demand, Trend Detection, Neuroimaging Analysis, Analysis Of Learning Data, Sentiment Analysis, Market Segmentation, Unsupervised Learning, Fraud Detection, Compensation Benefits, Payment Terms, Cohort Analysis, 3D Visualization, Data Preprocessing, Trip Analysis, Organizational Success, User Base, User Behavior Analysis, Bayesian Networks, Real Time Prediction, Business Intelligence, Natural Language Processing, Social Media Influence, Knowledge Discovery, Maintenance Activities, Performance Plans In Education, Data Visualization, Data Driven Marketing Strategy, Data Accuracy, Association Rules, Customer Lifetime Value, Semi Supervised Learning, Lean Thinking, Revenue Management, Component Discovery, Artificial Intelligence, Time Series, Text Analytics In Performance Plans, Forecast Reconciliation, Performance Plans Techniques, Pattern Mining, Workflow Mining, Gini Index, Database Marketing, Transfer Learning, Behavioral Analytics, Entity Identification, Evolutionary Computation, Dimensionality Reduction, Code Null, Knowledge Representation, Customer Retention, Customer Churn, Statistical Learning, Behavioral Segmentation, Network Analysis, Ontology Learning, Semantic Annotation, Healthcare Prediction, Quality Improvement Analytics, Data Regulation, Image Recognition, Paired Learning, Investor Data, Query Optimization, Financial Fraud Detection, Sequence Prediction, Multi Label Classification, Automated Essay Scoring, Predictive Modeling, Categorical Performance Plans, Privacy Impact Assessment
Action Analysis Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Action Analysis
Action Analysis is the evaluation of customer happiness with a product or service. It can be a non-financial indicator of financial performance.
1. Use Performance Plans techniques to analyze customer feedback and identify areas for improvement.
- Benefits: Helps improve overall customer satisfaction, leading to increased loyalty and potential revenue growth.
2. Utilize predictive analytics to anticipate customer needs and proactively address them.
- Benefits: Can help improve customer satisfaction by addressing issues before they become problems, leading to a better customer experience.
3. Employ sentiment analysis to understand the overall sentiment of customers towards the company.
- Benefits: Provides insights into how customers perceive the company and its products/services, helping improve customer satisfaction and brand reputation.
4. Implement a customer segmentation strategy to tailor products/services to specific customer groups.
- Benefits: Allows for a more personalized customer experience, leading to increased satisfaction and potential upselling/cross-selling opportunities.
5. Use data visualization tools to better understand customer behavior and preferences.
- Benefits: Helps identify patterns and trends in customer data, allowing for more targeted and effective strategies to improve satisfaction.
6. Monitor social media channels to gather feedback and respond to customer concerns in real-time.
- Benefits: Enables proactive customer service and shows that the company cares about its customers, leading to increased satisfaction and brand loyalty.
7. Conduct regular customer satisfaction surveys to gather valuable feedback and measure satisfaction levels.
- Benefits: Provides direct insights from customers and helps track improvement over time, guiding future strategies for enhancing satisfaction.
8. Utilize Performance Plans to identify and address common pain points or issues for customers.
- Benefits: Can lead to improved products/services and an enhanced overall customer experience, resulting in increased satisfaction and potential word-of-mouth referrals.
CONTROL QUESTION: Are non financial indicators of financial performance an analysis of customer satisfaction?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
By 2030, our company will set the industry standard for Action Analysis by integrating non-financial indicators into the measurement of financial performance. Our goal is to develop a comprehensive and innovative system that not only tracks the traditional metrics of profitability and revenue but also evaluates the impact of customer satisfaction on these financial results.
We will achieve this by utilizing cutting-edge technology and data analytics to capture and analyze customer feedback from various touchpoints, such as social media, surveys, and customer service interactions. This will allow us to gain a deeper understanding of our customers′ satisfaction levels and identify key drivers for their loyalty.
Moreover, we will collaborate with leading experts in the field of psychology and consumer behavior to develop a unique and holistic approach to measuring customer satisfaction. This will include incorporating emotional and psychological factors, such as trust and brand perception, into our analysis.
Our ultimate goal is to create a system that not only measures customer satisfaction but also provides actionable insights for improving it. By 2030, we aim to be recognized as the go-to source for companies looking to enhance their customer satisfaction and drive long-term financial success. With our innovative approach, we will disrupt the status quo and revolutionize how businesses measure and prioritize their customers′ satisfaction.
Customer Testimonials:
"As someone who relies heavily on data for decision-making, this dataset has become my go-to resource. The prioritized recommendations are insightful, and the overall quality of the data is exceptional. Bravo!"
"I love A/B testing. It allows me to experiment with different recommendation strategies and see what works best for my audience."
"This dataset is a goldmine for researchers. It covers a wide array of topics, and the inclusion of historical data adds significant value. Truly impressed!"
Action Analysis Case Study/Use Case example - How to use:
Introduction:
In today′s competitive business landscape, customer satisfaction has become a key factor in determining the success of an organization. It is widely acknowledged that satisfied customers drive financial performance and contribute significantly to the long-term sustainability of a company. However, the question remains whether non-financial indicators of financial performance, specifically customer satisfaction, can serve as an accurate measure of an organization′s financial success. This case study aims to analyze the relationship between customer satisfaction and financial performance in a customer-centric organization and determine if non-financial indicators of financial performance, such as customer satisfaction, are a reliable measure of financial success.
Client Situation:
The client in this case study is a leading retail company specializing in apparel and fashion accessories. The company faced fierce competition from both online and offline retailers, leading to a decline in sales and the overall profitability of the organization. In addition, the company received several complaints from customers regarding the quality of products, customer service, and overall shopping experience. The management recognized the importance of addressing these issues and decided to engage a consulting firm to conduct a Action Analysis and identify areas for improvement.
Consulting Methodology:
The consulting firm followed a multi-step methodology to conduct the Action Analysis. Initially, the consulting team conducted a detailed literature review to gain insights into the current understanding of the relationship between customer satisfaction and financial performance. The team also reviewed the company’s financial statements and analyzed the trends in key financial indicators, such as revenue, profitability, and market share, over the past three years. Additionally, the consulting team conducted interviews with key stakeholders in the company, including senior management, employees, and customers, to understand their perspectives on customer satisfaction and its impact on the organization′s financial performance.
Deliverables:
Based on the findings from the analysis, the consulting firm provided the following deliverables to the client:
1. A comprehensive report detailing the correlation between customer satisfaction and financial performance, backed by empirical evidence and academic research. The report also highlighted the key factors driving customer satisfaction within the organization.
2. A detailed analysis of the company’s financial performance, identifying the key drivers of revenue and profitability.
3. Recommendations for improving customer satisfaction based on best practices in the industry, including implementing a customer-centric culture, developing robust customer feedback mechanisms, and enhancing employee training programs.
Implementation Challenges:
The implementation of the proposed recommendations faced several challenges, including resistance from employees who were accustomed to traditional methods and processes, lack of resources and budget constraints, and the need for a significant cultural shift towards a customer-centric approach. To address these challenges, the consulting firm worked closely with the client′s senior management to develop a comprehensive roadmap for implementation, which included timelines, resource allocation, and monitoring mechanisms.
Key Performance Indicators (KPIs):
To measure the success of the implementation, the consulting firm identified the following KPIs:
1. Customer Satisfaction Score (CSAT): The CSAT score is a widely used metric to measure how satisfied customers are with a product or service. It would be measured through regular customer surveys, which would capture customer feedback on various aspects, including product quality, service, and overall shopping experience.
2. Net Promoter Score (NPS): NPS is a metric that measures the loyalty of customers to a company by asking them if they would recommend the company′s products or services to others. This metric would help the company in gauging the level of customer satisfaction and loyalty towards the brand.
3. Revenue Growth: The ultimate goal of implementing a customer-centric approach is to drive revenue growth. Therefore, an increase in revenue would serve as a primary indicator of the success of the implementation.
Management Considerations:
The client′s management played a crucial role in ensuring the success of the Action Analysis and its implementation. They provided full support and commitment to the consulting team, allocated necessary resources, and actively participated in the development and execution of the implementation roadmap. Furthermore, the management also played a crucial role in fostering a customer-centric culture within the organization by establishing clear communication channels and promoting employee empowerment.
Conclusion:
The consulting firm′s Action Analysis provided substantial evidence to support the hypothesis that non-financial indicators of financial performance, such as customer satisfaction, are a reliable measure of an organization′s financial success. The implementation of the proposed recommendations significantly improved the customer experience, resulting in a considerable increase in the company′s revenue and profitability. This case study highlights the importance of considering non-financial indicators of financial performance, such as customer satisfaction, in understanding an organization′s overall financial health. Moreover, it emphasizes the need for organizations to build a strong customer-centric culture and continuously invest in understanding and meeting their customers′ evolving needs and expectations to drive long-term financial success in today′s competitive business landscape.
References:
1. Anderson, J.C., & Narus, J.A. (1998). Business Marketing: Understand What Customers Value. Harvard Business Review, September-October 1998.
2. Chaudhuri, A., & Holbrook, M.B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, Vol. 65, No. 4, pp. 81-93.
3. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
4. Haenlein, M., Schoneberger, B., & Wirtz, B.W. (2016). Customer satisfaction and shareholder value revisited: A customer-based approach versus touchpoint-level satisfaction. Journal of Business Research, Vol. 69, No. 9, pp. 3869-3876.
5. Matzler, K., Hinterhuber, H.H., Bailom, F., & Sauerwein, E. (1996). How to Delight Your Customers. Journal of Marketing Management, Vol. 12, No. 7, pp. 587-593
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