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Total Quality Management & Business Excellence Volume 31, 2020 - Issue 5-6
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Articles

Use of customer satisfaction measurements to drive improvements

A. Birch-JensenTechnology Management and Economics, Chalmers University of Technology, Gothenburg, SwedenCorrespondence[email protected]
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,
I. GremyrTechnology Management and Economics, Chalmers University of Technology, Gothenburg, SwedenView further author information
,
J. HallencreutzEPSI Rating Group, Stockholm, SwedenView further author information
&
Å. RönnbäckSwedish Institute for Quality, Gothenburg, SwedenView further author information
Pages 569-582 | Published online: 09 Feb 2018

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Read on this site (6)

Jason Martin, Quoc Hung Dang & Ida Gremyr. (2023) The influence of digitalisation on the role of quality professionals and their practices. Cogent Business & Management 10:1.
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Daniel Gyllenhammar, Erik Eriksson & Henrik Eriksson. (2023) Theory and practice of customer-related improvements: a systematic literature review. Total Quality Management & Business Excellence 34:1-2, pages 201-219.
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Santiago Sánchez-Alegría, Fermín Lizarraga-Dalloa & Luz María Marín-Vinuesa. (2022) Is quality management a competitive advantage? A study after the Spanish financial crisis in the furniture industry. Total Quality Management & Business Excellence 33:11-12, pages 1344-1365.
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Andrea Birch-Jensen, Ida Gremyr & Árni Halldórsson. (2021) Absorptive capacity as enabler for service improvements − the role of customer satisfaction information usage. Total Quality Management & Business Excellence 32:15-16, pages 1651-1665.
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Jacob Hallencreutz & Johan Parmler. (2021) Important drivers for customer satisfaction – from product focus to image and service quality. Total Quality Management & Business Excellence 32:5-6, pages 501-510.
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Luis Alfredo Negron. (2020) Relationship between quality management practices, performance and maturity quality management, a contingency approach. Quality Management Journal 27:4, pages 215-228.
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Articles from other publishers (1)

Mustafa Rehman Khan, Naveed R. Khan, V V Ravi Kumar, Vimal Kamleshkumar Bhatt & Falak Malik. (2022) Customer-Defined Market Orientation, Brand Image and Customer Satisfaction: A Mediation Approach. SAGE Open 12:4, pages 215824402211418.
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