TY - JOUR
T1 - Impact of super-measure management (SMM) in service industry
AU - Talukder, A. K. M. Mominul Haque
PY - 2010
Y1 - 2010
N2 - 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.
AB - 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.
UR - http://handle.uws.edu.au:8081/1959.7/540038
UR - http://www.academicjournals.org/journal/AJBM/edition/4_September_2010
M3 - Article
SN - 1993-8233
VL - 4
SP - 2338
EP - 2342
JO - African Journal of Business Management
JF - African Journal of Business Management
IS - 11
ER -