We provide a mathematical framework for assessing the value of customer satisfaction.the framework enables managers to detemine which customer satisfaction elements have the greatest impact,and how much money should be spent to improve parncular customer satisfaction elements.This makes it possible to hold customer satisfaction programs accountable, in the way that other business programs are held accountable,by forcing them to demonstrate their benefits with respect to bottom-line profitabllity.We use and indivtdual-level model of loyalty and retention,and ten build up to market share by aggregation.We demonstrate the application of our approach in a pilot study of a city's retail banking market.

[浏览文章详细内容]