Best practices in identifying customer-driven improvement opportunities

Research output: Contribution to journalArticlepeer-review

99 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 languageEnglish
Pages (from-to)455-466
Number of pages12
JournalIndustrial Marketing Management
Volume32
Issue number6
DOIs
StatePublished - Aug 2003

Keywords

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

Fingerprint

Dive into the research topics of 'Best practices in identifying customer-driven improvement opportunities'. Together they form a unique fingerprint.

Cite this