(Revised from original 2005 version)
Rethinking Customer Satisfaction
Outlines the structure and content of a six-session module that explores the negative dynamics that can result when firm profitability becomes disconnected from customer satisfaction.
Keywords: Customer Satisfaction;
Moon, Youngme E. "Rethinking Customer Satisfaction." Harvard Business School Module Note 506-046, March 2006. (Revised from original December 2005 version.)