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Linking customer satisfaction, quality, and strategic planning

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  • Reis, Dayr Américo dos
  • Peña, Leticia

Abstract

By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

Suggested Citation

  • Reis, Dayr Américo dos & Peña, Leticia, 2000. "Linking customer satisfaction, quality, and strategic planning," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 40(1), January.
    • Handle: RePEc:fgv:eaerae:v:40:y:2000:i:1:a:37675
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    Cited by:

    1. Asma´ Omar Dris Kharroub & Majeed Mustafa cOthmanMansour, 2019. "The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens," International Business Research, Canadian Center of Science and Education, vol. 12(5), pages 69-85, May.
    2. SETYANINGSIH Santi & KELLE Peter, 2022. "Improving Customer Satisfaction For Smes In Emerging Countries: A Comparative Study Of Hungary And Indonesia," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(3), pages 204-223, December.

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