PropertyValue
?:abstract
  • 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. ()
?:appearsInJournal
?:citationCount
  • 38 ()
is ?:cites of
?:cites
?:created
  • 2016-06-24 ()
?:creator
?:doi
  • 10.1108/09604520410558029 ()
?:endingPage
  • 435 ()
?:estimatedCitationCount
  • 77 ()
is ?:hasCitedEntity of
is ?:hasCitingEntity of
?:hasDiscipline
?:hasURL
?:issueIdentifier
  • 5 ()
?:language
  • en ()
?:publicationDate
  • 2004-10-01 ()
?:publisher
  • Emerald Group Publishing Limited ()
?:rank
  • 20834 ()
?:referenceCount
  • 64 ()
?:startingPage
  • 426 ()
?:title
  • Developing customer oriented service: a case study ()
?:type
?:volume
  • 14 ()

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