Module Note | December 2005 (Revised March 2006)

Rethinking Customer Satisfaction

by Youngme E. Moon


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, December 2005. (Revised March 2006.)