Purpose - The purpose of this paper is to further investigate the linkages between business process management (BPM) and customer satisfaction. Also, to challenge the dominance of the customer contact perspectives on service processes and to propose
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Many business leaders believe that they can trust the Net-Promoter score and its ... enabling local field management to follow up quickly on problems and ..... stronger than satisfaction in all but one of the regressions (all respondents: p=.15;.
the best and sufficient measure of customer satisfaction. ... customers placing themselves at points 9 or 10 (called 'promoters') and the ... experiences with the company, exposure to communication in mass media such as reviews ... campaigns. ... who
on the ambient room light and reflections, the colors that the software designer chooses, the ... 10. Classes have a balance between theory and real-world application. ... A wide selection of companies and industries that recruit at the business.