Priorities for improving customer satisfaction, Operation Management

Priorities for Improving Customer Satisfaction - Operation Strategy

The graphical presentation in this figure (adapted from Johnston, 1997) shows clearly the opportunities for adopting various strategies from an approach of ensuring no mistakes to opportunities for excellence. Only those dimensions highlighted by customers which offer opportunities for excellence such as communication, friendliness and attention can provide delighted customers.

423_Priorities for Improving Customer Satisfaction – Operation Strategy.png

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