THE EDGE OF satisfaction

Abstract

What influence does customer loyalty have on the effectiveness of customer satisfaction as a measure of success? A three‐year study by the European Foundation for Quality Management uncovered some important links which are reflected in the latest revisions to the European model for business excellence.

Citation

Loveday, M. (1997), "THE EDGE OF satisfaction", Measuring Business Excellence, Vol. 1 No. 2, pp. 46-48. https://doi.org/10.1108/eb025483