IDEAS home Printed from https://ideas.repec.org/a/ids/ijbpma/v2y2000i1-2-3p157-170.html
   My bibliography  Save this article

Measuring customer satisfaction: a key dimension of business performance

Author

Listed:
  • Kai Kristensen, Anne Martensen, Lars Gronholdt, Solbjerg Plads

Abstract

Customer satisfaction is an increasingly powerful dimension of business performance. Firstly, the article describes empirical evidence that customer satisfaction measures, based on a modelling approach, have an impact on business results and shareholder value; that is, customer satisfaction is a forward-looking performance measure. Secondly, the article presents the methodology behind the recently introduced European Customer Satisfaction Index (ECSI) and its successful application to measuring and managing customer satisfaction, customer loyalty and their drivers at Post Denmark. Finally, practitioner and academic implications are discussed.

Suggested Citation

  • Kai Kristensen, Anne Martensen, Lars Gronholdt, Solbjerg Plads, 2000. "Measuring customer satisfaction: a key dimension of business performance," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 2(1/2/3), pages 157-170.
    • Handle: RePEc:ids:ijbpma:v:2:y:2000:i:1/2/3:p:157-170
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=74
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbpma:v:2:y:2000:i:1/2/3:p:157-170. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=3 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.