Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit un

Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is a

Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information

This book was born from curiosity. To begin with, it was the curiosity of an economist who studied in the 60’s in an environment which has subsequently develo

The fourth in Springer’s series on Stakeholder Management books, this volume looks back at the beginnings of Stakeholder Management and how it has developed i