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Publications and Citations
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Citations and credits...
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Losing
one dissatisfied customer may be more severe than it sounds; one
dissatisfied customer may speak to a multitude of others,
multiplying his or her dissatisfaction many fold! Moreover, in todays Internet-oriented business community, Melinda Goddard has
identified
word
of mouse
as spreading customers
feelings further and faster than ever before...
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Terry
G. Vavra, Customer Satisfaction Measurement
Simplified:
A Step-by-Step Guide for ISO 9001:2000
Certification,
ASQ Quality Press, Milwaukee, 2002, p.13.
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Parts of this case were included in the article
Customer Delight and the Bottom
Line by T. Keiningham, M. Goddard, T. Vavra and A. Iaci, which
appeared in the Fall 1999 issue of Marketing
Management. |
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T. Keiningham, T. Vavra, Chapter 8, The Customer Delight
Principle, McGraw-Hill, New York, 2001, pps127-141.
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Source citation:
Chip R. Bell, Heather Shea, Dance Lessons:
Six
Steps to Great Partnerships in Business & Life,
Berrett-Koehler,
San Francisco, 1998, p.200.
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