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http://dx.doi.org/10.7469/JKSQM.2011.39.1.045

Key Factors for Invigorating Customer Satisfaction Management from TQM Perspective  

Suh, Chang-Juck (Graduate School of Business, Sogang University)
Hwang, Hye-Mi (Graduate School of Business, Sogang University)
Publication Information
Journal of Korean Society for Quality Management / v.39, no.1, 2011 , pp. 45-56 More about this Journal
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
CSM(Customer Satisfaction Management); TQM; CSM key factor;
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Times Cited By KSCI : 1  (Citation Analysis)
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