Best practices in identifying customer-driven improvement opportunities

Michael S. Garver

doi:10.1016/S0019-8501(02)00238-9

Best practices in identifying customer-driven improvement opportunities

Michael S. Garver

Marketing & Hospitality Services Administration

Research output: Contribution to journal › Article › peer-review

104 Scopus citations

Abstract

This article makes a significant contribution to the literature by modifying traditional performance-importance analysis and by expanding customer-driven improvement models. The model significantly advances theory, addressing many important research issues and gaps. It is extremely useful to practitioners, providing a guide for identifying continuous and breakthrough improvement opportunities.

Original language	English
Pages (from-to)	455-466
Number of pages	12
Journal	Industrial Marketing Management
Volume	32
Issue number	6
DOIs	https://doi.org/10.1016/S0019-8501(02)00238-9
State	Published - Aug 2003

Keywords

Continuous improvement
Customer satisfaction
Customer value
Customer-focused
Loyalty
Market orientation
Marketing strategy
Performance-importance analysis
Service quality
Total quality management

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10.1016/S0019-8501(02)00238-9

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title = "Best practices in identifying customer-driven improvement opportunities",

abstract = "This article makes a significant contribution to the literature by modifying traditional performance-importance analysis and by expanding customer-driven improvement models. The model significantly advances theory, addressing many important research issues and gaps. It is extremely useful to practitioners, providing a guide for identifying continuous and breakthrough improvement opportunities.",

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KW - Customer satisfaction

KW - Customer value

KW - Customer-focused

KW - Loyalty

KW - Market orientation

KW - Marketing strategy

KW - Performance-importance analysis

KW - Service quality

KW - Total quality management

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Best practices in identifying customer-driven improvement opportunities

Abstract

Keywords

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