Measuring and managing the satisfaction–loyalty–performance links at Volvo
Measuring and managing the satisfaction–loyalty–performance links at Volvo
复制标题
衡量和管理沃尔沃的满意度-忠诚度-绩效联系
DOI：
10.1057/palgrave.jt.5740050
复制
发表时间：
2002
期刊：
影响因子：
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通讯作者：
Michael D Johnson
中科院分区：
文献类型：
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作者：
Andrew Gustafsson;Michael D Johnson
本文提出了一个通用的框架，通过顾客满意度和忠诚度将从质量到企业绩效的衡量指标联系起来。作者举例说明了该框架如何在沃尔沃汽车公司应用。这个例子表明，可以确定一家公司应该将改进工作的重点放在哪里，以使其获得回报。在这个例子中，沃尔沃获得了更多的忠诚客户，他们在公司花了更多的钱。
In this paper a general framework is developed for linking measures from quality to business performance via customer satisfaction and loyalty. The authors illustrate how the framework has been applied at Volvo Car Corporation. The example shows that it is possible to establish where a company should focus its improvement efforts in order to make it pay off. In this example Volvo gains a greater number of loyal customers who spend more money with the company.