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Gaining competitive advantage through customer satisfaction

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  • Müller, Wolfgang

Abstract

Wolfgang Müller believes that customer satisfaction is the key to future corporate success in European markets. The evidence is the changing nature of competition (decreasing brand loyalties and buyer focus on price versus quality) and the increasing emphasis of companies on keeping customers happy. The author looks at current practice in Europe and suggests ways of implementing customer satisfaction policies.

Suggested Citation

  • Müller, Wolfgang, 1991. "Gaining competitive advantage through customer satisfaction," European Management Journal, Elsevier, vol. 9(2), pages 201-211, June.
    • Handle: RePEc:eee:eurman:v:9:y:1991:i:2:p:201-211
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    Cited by:

    1. Kuen-Suan Chen & Wen-Chih Chiou & Mei-Hua Ko, 2018. "Service Quality Evaluation Model of Automated Teller Machines Using Statistical Inference and Performance Evaluation Matrix," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 14(2), pages 173-190, August.
    2. Yamin, Shahid & Mavondo, Felix & Gunasekaran, A & Sarros, James C., 1997. "A study of competitive strategy, organisational innovation and organisational performance among Australian manufacturing companies," International Journal of Production Economics, Elsevier, vol. 52(1-2), pages 161-172, October.
    3. Edward Conlon & Sarv Devaraj & Khalil F. Matta, 2001. "The Relationship Between Initial Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry," Management Science, INFORMS, vol. 47(9), pages 1191-1202, September.

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