Número de Documento     
Artículo:

Implementing Quality Improvement Programs Designed to Enhance Customer Satisfaction: Quasi-Experiments in the United States and Spain

Autor:

Duncan I. Simester

John R. Hauser

Birger Wernerfelt

Roland T. Rust

Resumen:

We describe two related quasi-experiments, one in the United States and one in Spain, in which a sophisticated, high-technology firm designed and implemented customer satisfaction improvement programs

Página:

102

Publicación:

Journal of Marketing Research

Volúmen:

37

Número:

1

Periodo:

Febrero 2000

ISSN:

15477193

SrcID:

15477193-2000-01.TXT

Número de Documento