Feb

22

Haspa Quality — from Customer Satisfaction to Customer Retention

February 22, 2008 | Comments Off

Throughout the 1990’s, the importance of quality management has increased for organizations and has by now become one of the
cornerstones of company policies. Nowadays, customers have specific expectations with regard to the quality of the service
they receive. Especially in relation to the competition, this makes on-going improvements necessary.

  • Content Type Book Chapter
  • DOI 10.1007/978-3-540-24692-3_5
  • Authors
    • Andreas Capell