文章基本信息

标题：Impact of super-measure management (SMM) in service industry
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作者：AKM Mominul Haque Talukder
期刊名称：African Journal of Business Management
印刷版ISSN：1993-8233
出版年度：2010
卷号：4
期号：11
页码：2338-2342
语种：English
出版社：Academic Journals
摘要：This study investigated the effect of service guarantee, customer relationship, managing customers, strategic alignment and leadership on customer satisfaction and performance of the company. Though sample size was small (N = 128) even so the study found interesting outcomes. The research observed a very strong relationship between company performance and customer satisfaction, managing customers and customer relationship, service guarantee and company performance, strategic alignment with customer relations, and leadership with customer satisfaction.
关键词：Super-measure management;customer satisfaction;company performance;customer relationship and leadership