Customer Satisfaction Essays and Research Papers

Instructions for Customer Satisfaction College Essay Examples

Title: marketing role for profitability

  • Total Pages: 3
  • Words: 1089
  • Sources:0
  • Citation Style: APA
  • Document Type: Essay
Essay Instructions: Customer satisfaction is critical to business profitability. While good financial management and corporate strategy contribute as well to a firm's profits, several experts have argued that, in the long run, if the firm does not provide some key benefits to consumers better than its competitors, it has little hope for continued profitability, and even viability.
Based on the assertion above, outline the role of marketing in contributing to a firms profitability. Focus especially on the various marketing tasks abd their relations to the value chain, including other orginaization functions, such as finance, human resources management, production, R&D, etc.
(The book used in this class is Strategic Marketing 8th edition, David W. Cravens)

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Askegar and Columbus (2002) - Channel Management Best Practices: It's All About Orders. AMR Research Report. Monday September 9, 2002. Retrieved from the Internet on September 7, 2007:

AMR Research (2003) - Configuration is the Heart of Customer Fulfillment for Complex Product Manufacturers. AMR Research Report. Monday March 31, 2003. Retreived from the Internet on September 3rd, 2007 at

Columbus (2003) - Re-evaluate How Your Measure Your Channels' Performance. AMR Research. Boston, MA December 2, 2003

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Title: customer satisfaction as a kind of nonfinancial performance measure

  • Total Pages: 7
  • Words: 2996
  • References:20
  • Citation Style: APA
  • Document Type: Research Paper
Essay Instructions: this is a management accounting dissertation, I have not find a topic (gap) yet, but it will be related to non financial performance measure and customer satisfaction, customer satisfaction is a kind of non financial performance measurement. customer satisfaction can lead to long term better financial performance of companies. but you can decide a topic for me.

the dissertation will be a qualitative study, interview chinese manufactures, so please reference some chinese studies and make sure the literature review shows that it has never been done in China.

the articles I supplied do not have to be referenced, but might be helpful.

please send me the referenced articles as well, use reliable source articles only please

please make sure the topic is conductible, and the data can be obtained through interview

There are faxes for this order.

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Abdel-Maksoud, A.B. Abdel-Kader, M. & Epstein, M.J. (2007) Non- Financial Performance Measurement and Management Practices in Manufacturing Firms. New York, NY JAI Press Inc.

Anderson, E.W. Fornell, C., & Lehmann, D.R. (Jul 1994) Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing. 58 (3) 53-66.

Banker, R.D., Potter, G.S. And Srinivasan, D. (December 1997) An Empirical Investigation of an Incentive Plan Based on Nonfinancial Performance Measures" or DOI: 10.2139/ssrn.67808

Chenhall, R.H., & Langfield-Smith, K.L., (2007) Multiple Perspectives of Performance Measures. European Management Journal. 25(4) 266 -- 282. doi:10.1016/j.emj.2007.06.001

Deng, Z., Lu, Y., Kee Wei, K., Zhang, J. (Aug 2010) Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China, International Journal of Information Management, 30 (4) 289-300.

Ferreiraa, A., Otley D. (2009) The design and use of performance management systems: An extended framework for analysis. Management Accounting Research. 20, 263 -- 282.

Fornell C. (Jan, 1992) A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing. 56 (1) 6-21.

Franco-Santos, M., Lucianetti,, L., & Bourne M., (2012) Contemporary performance measurement systems: A review of their consequences and a framework for research. Management Accounting. Research.

Heskett, J.L., T.O. Jones, G.W. Loveman, W.E. Sasser, Jr., and L. Schlesinger. (1994) Putting the service-profit chain to work. Harvard Business Review 72 (2): 164-174.

Ittner, C.D. & . Larcker, D.F. (1999) Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction. Journal of Accounting Research. (36), 1-35.

Jones, T.O., and W.E. Sasser, Jr. (November-December, 1995) Why satisfied customers defect. Harvard Business Review. 88-99.

Kaplan, R.S., and D.P. Norton. (January-February, 1992) The Balanced Scorecard -- Measures that drive performance. Harvard Business Review. 71-79.

-- . (1996) The Balanced Scorecard; Translating Strategy Into Action. Boston, MA: Harvard Business School Press.

-- . (2001) The Strategy-Focused Organization. Boston, MA: Harvard Business School Press.

Lovelock, C., Wirtz, J. (2004), Services Marketing, 5th ed., Pearson- Prentice Hall, Upper Saddle River, NJ.

Lusk, E.J., Halperin, M., Zhang B. (2006) The Balanced Scorecard: Suggestions for Rebalancing. Problems and Perspectives in Management. 4 (2) 100-114.

Luthans, F., & Kessler, D. (1993). Meeting the New Paradigm Challenges through Total Quality Management. Management Quarterly, 34(1), 2.

McLellan, J.D. Moustafa, E. (2008) An Exploratory Analysis of the Importance of Management Accounting Tools in the GCC Countries. Journal of Economic and Administrative Sciences, 24(2), 54 -- 77.

Reichheld, F.F. (March-April, 1993) Loyalty-based management. Harvard Business Review. 64-73.

-- . (July-August, 2001) Lead for loyalty. Harvard Business Review. 76-85.

Said, A.A. Hassab Elnaby, H.R. Wier, B. (Jan 2003) An empirical investigation of the performance consequences of nonfinancial measures. Journal of Management Accounting Research. 15, 193-224.

Seroka, P.H. (Feb 2000) Keeping the customer for life. Mortgage Banking. 60(5) 42-49.

Smith, R.E., & Wright, W.F. (2004). Determinants of customer loyalty and financial performance. Journal of Management Accounting Research, 16, 183-205.

Veloutsou, C., Saren, M. Tzokas, N. (2002) Relationship marketing: What if & #8230; , European Journal of Marketing, 36 (4), 433-449.

Wober K.W. (2002) Benchmarking in Tourism and Hospitality Industries. New York, NY: CABI Publishing

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Title: Satisfaction relates results a process loyalty relates a relationship survive a negative product service process William Bleuel Ph D survey services expert For starters people mistake customer satisfaction customer loyalty assuming essentially thing

  • Total Pages: 7
  • Words: 2357
  • Works Cited:20
  • Citation Style: APA
  • Document Type: Essay
Essay Instructions: ?Satisfaction relates to the results of a process; loyalty relates to a relationship?one that can actually survive a negative product or service process.?
?William Bleuel, Ph.D., survey services expert
For starters, many people mistake customer satisfaction and customer loyalty for each other?assuming that they?re essentially the same thing. Actually, they?re quite different, and it?s important for professionals to understand the difference, says William Bleuel, Ph.D., a well-known expert in survey services. Bleuel writes, ?as do the definitions in several dictionaries, that satisfaction relates to the results of a process,? whether it?s the process of sales, service or product performance. In service industries, for example, satisfaction is often based on the on-site repair process.
Loyalty, on the other hand, is a much longer-term proposition. Loyalty relates to a relationship?one that can actually survive a negative product or service process. (Just think about how loyal parents remain to their children, even after the inevitable challenges.)
Truly loyal customers look beyond the occasional negative experience, continuing to purchase a company?s products or services. Not surprisingly, the converse is also true. As many studies have shown, satisfied customers do not necessarily become or remain loyal customers.

In the light of the above discussion, review the relevant recent studies that propagates the importance of interpersonal relationship between a customer and a service provider.

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Works Cited:


Bitner, M.J., & Brown, S.W., 2008. The Service Imperative. Forthcoming, Business Horizons. 1-14.

Bitner, M.J., Ostrom, A.L., & Morgan, F.N., 2007. Service Blueprinting: A Practical Technique for Service Innovation. Arizona: Center for Services Leadership, Arizona State University.

Bleuel, W., 2009. Satisfaction vs. Loyalty: Why They're Different (And Why They Both Matter). [Online] Available from: (21 October 2011)

Christensen, V., 2006. Customer Experience: Customer Satisfaction vs. Customer Loyalty.[Online] Available from: (21 October 2011)

Doyle, P., 2008. Value-based Marketing: Marketing Strategies for Corporate Growth and Shareholder Value. Chichester: John Wiley and Sons.

Etzel, M.J., Walker, B.J., & Stanton, W.J., 2004. Marketing. New York: McGraw Hill/Irwin.

Hall, J.P.,2009. ITIL - The 4 P's of Service Design. [Online] Available from: (21 October 2011)

Keiningham, T.L., Aksoy, L., Buoy, A., & Cooil, B., 2011. Customer Loyalty isn't enough, grow your share of wallet. Harvard Business Review .

Kotler, P., & Armstrong, G., 2009. Principles of Marketing. Noida: Pearson Education Inc.

Publications, B., 2010. Operations Management for the Services Sector. [Online] Available from: (21 October 2011)

Ries, A., & Ries, L., 1998. The 22 Immutable Laws of Branding. HarperCollins.

Schmenner, R.W., 1986. How Can Service Businesses Survive andProsper? MIT Sloan Management Review .

Shermach, K., 1997. What Consumers Wish Brand Managers Knew. Marketing News, 12 (31).

Shostack, G.L., 1984. Designing Services That Deliver. Harvard Business Review .

Zeithaml, V.A., Parasuraman, A., & Berry, L.L., 1990. Delivering quality service: balancing customer perceptions and expectations. New York: Simon and Schuster.

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Title: Measuring Customer Satisfaction Paper Research text library web sources practices measuring customer satisfaction In a 2 3 page paper excluding cover reference page explain findings link current organizations practices measuring customer satisfaction

  • Total Pages: 2
  • Words: 548
  • Bibliography:3
  • Citation Style: APA
  • Document Type: Research Paper
Essay Instructions: Measuring Customer Satisfaction Paper: Research the text, library, and web sources for the best practices in measuring customer satisfaction. In a 2-3 page paper (* excluding cover and reference page), explain your findings and link them to your current organization?s practices for measuring customer satisfaction. Identify whether your company?s direction meets or exceeds what the best practices advocate. Make sure you provide at least three supporting sources.

Suggested structure

Identification of best practices
Types of industries
Linkage to your organization?s practices
Recommendations for your organization to improve on
References* (at least three).

Use Home Depot as "my current company"

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Works Cited

Barber, H. (2010, January 14). Management Review. Retrieved from Measuring Customer Satisfaction:

Harmon, H. (2009, Fall). Perspectives. Retrieved from Measuring Customer Satisfaction:

Hayes, B. (2008). Measuring Customer Satisfaction and Loyalty. ASQ Quality Press.

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