Should we delight the customer?

Article Abstract:

Research on the economic aspects of customer satisfaction is presented, focusing on data that suggests that customer 'delight' raises expectations and thus diminishes the chances of meeting customer expectations in a second interaction. Utilizing a mathematical model to measure customer delight, the authors discuss the role of customer expectation on financial success.

Statistical Data Included

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Beyond market orientation: when customers and suppliers disagree

Article Abstract:

Issues discussed concern market orientation and the effective management of the supplier-customer relationship. Topics addressed include the impact of market orientation disagreements between suppliers and customers, and how social identity theory informs an understanding of supplier-customer relationships in the US and Japan.

Marketing, Consumer behavior, Business-to-business market, Business to business market

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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

Article Abstract:

Previous analyses of research into customer satisfaction failed to elucidate managerial practices that can be correlated to higher rates of customer satisfaction. The authors find that research methodologies skew research results.

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