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Item Information   Holdings       More by this author     Stumpe, Jeff.     Subjects     Consumer satisfaction     Quality of products     Customer relations     Wholesale trade     MSEM Thesis.     Browse Catalog     by author:      Stumpe, Jeff.       by title:      Effective customer s...         MARC Display

Effective customer satisfaction strategies / by Jeff Stumpe. by Stumpe, Jeff. Subjects Consumer satisfaction   Quality of products   Customer relations   Wholesale trade   MSEM Thesis. Description:  64 leaves : ill. ; 29 cm. Contents:  Advisor: Paul Perdue Introduction -- Examination of current literature -- Survey development and design -- Survey results -- Conclusion. The pursuit of customer satisfaction is rapidly becoming the business objective of the 90s. The activity is a natural extension of the quality movement of the 80s. Today’s business success hinges upon getting and keeping customers using cost efficient methods to remain competitive in what has become a global economy. Companies that sell and service their manufactured products through independent distributors or manufacturer’s representatives are removed by at least one step from the ultimate customer or user. This presents a challenge to that business to develop effective strategies to achieve and maintain customer satisfaction, as virtually all contact between producer and consumer is highly filtered. This thesis will examine that area of customer satisfaction pertaining to product performance and supplier relations concerning after sale service. The study will be limited to industrial manufacturing companies supplying capital goods to other businesses through distribution organizations which are responsible for sale and service of those goods. An examination of current literature to include major texts and articles appearing in business publications will be undertaken. In addition, a number of companies meeting the above criteria will be comprehensively surveyed or interviewed. The focus of these two information searches will be to determine what companies are doing to achieve customer satisfaction in the subject area and their relative levels of success. In conclusion, an overall plan will be developed based on the findings above which upon its implementation will assure customer satisfaction and measurable business success. Industrial manufacturing companies that sell and service their product through independent dealers/representatives face a unique challenge in assuring customer satisfaction. Strategies must be formulated which address the satisfaction needs of all customers in the chain, typically the dealer/representative and the ultimate end user. Determination of those satisfaction needs and knowing when they are met must be extracted from the highly filtered contact between producer and consumer. Companies that unravel this complex relationship and formulate the appropriate customer satisfaction strategies enjoy business growth and success.   Copy/Holding information Location Collection Call No. Status   Walter Schroeder Library Master's Theses AC805 .S786 1991 Available Add Copy to MyList Format: HTMLPlain textDelimited Subject:   Email to:

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