• In today's competitive market, the purpose of a firm should be read as “creating loyal customers”. Therefore, for sustainable competitive advantage, a firm should be able to create and retain customers. One of the necessary conditions for this is that a firm's offerings must be able to meet customers' needs and wants. For product planning and development, a firm needs to know what customers want from a product. The objective of this paper is to analyze the notion of customer satisfaction and to discuss the viability of quality as a source of sustainable competitive advantage. Further, how a well‐known quality technique can be adopted for use in service environment and for development of customer focused service is also demonstrated. ()
  • 38 ()
is ?:cites of
  • 2016-06-24 ()
  • 10.1108/09604520410558029 ()
  • 435 ()
  • 77 ()
is ?:hasCitedEntity of
is ?:hasCitingEntity of
  • 5 ()
  • en ()
  • 2004-10-01 ()
  • Emerald Group Publishing Limited ()
  • 20834 ()
  • 64 ()
  • 426 ()
  • Developing customer oriented service: a case study ()
  • 14 ()


expand all