Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Key Factors for Invigorating Customer Satisfaction Management from TQM Perspective

TQM관점에서 고객만족경영 활성화를 위한 핵심요인

  • 서창적 (서강대학교 경영대학/경영전문대학원) ;
  • 황혜미 (서강대학교 경영전문대학원)
  • Received : 2010.10.11
  • Accepted : 2011.03.02
  • Published : 2011.03.31
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Abstract

The purpose of this research is to find key factors to invigorate customer satisfaction management from TQM perspective. Consequently, the results show that CS leadership has an effect on team competency, CS evaluation and feedback, and customer information system positively. Team competency and CS evaluation and feedback take positive effects on improving activities for customer focus. Improving activities for customer focus takes positive effects on result of customer satisfaction significantly.

Keywords

References

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