ISS: Driving Profits through Customer Satisfaction Case Solution
Abstract:
The goal of this case is to examine the chain from service quality, customer satisfaction and customer retention, to profits and incomes - the so-called Satisfaction-Profit Chain. In specific, the objective is to describe the crucial supervisory concerns when attempting to execute the chain, i.e., determining and handling the different phases.
Pedagogical Goals:
The case intends to show the mechanics of the Satisfaction-Profit Chain. More particularly, how the private parts of the chain are determined, how these parts are connected in practice and how the whole chain can be handled.
This is just an excerpt. This case is about Marketing
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