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Presents some techniques developed by Telecom New Zealand where first the component factors that most influence the overall satisfaction rating of Telecom’s service are found. Second, these components are quantified and the improvement required for each component to meet overall excellence targets is determined. Gives a successful example of International Directory Assistance which shows that these techniques have significantly raised customer overall satisfaction in just five months.
Danaher et al. (1997) studied this question.
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