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Rethinking Customer Satisfaction

By: Youngme E. Moon
  • Format:Print
  • | Pages:37
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Abstract

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

Citation

Moon, Youngme E. "Rethinking Customer Satisfaction." Harvard Business School Module Note 506-046, December 2005. (Revised March 2006.)

About The Author

Youngme Moon

General Management
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