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Essay / Research Paper Abstract
A 12 page paper reviewing several empirical studies of customer satisfaction. There appears to be relatively few published empirical studies that specifically address the issue of customer satisfaction. Even fewer use the information gained to suggest changes in organizational behavior, at least at systemic levels where those changes can have the greatest effect. Those studies that do exist, however, bring valuable insights that together can lead to a synthesis of the information within them and understanding the theoretical frameworks in which each was undertaken. Bibliography lists 13 sources.
Page Count:
12 pages (~225 words per page)
File: CC6_KScustSatOrgBe.rtf
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Unformatted sample text from the term paper:
to be relatively few published empirical studies that specifically address the issue of customer satisfaction. Even fewer use the information gained to suggest changes in organizational behavior, at least
at systemic levels where those changes can have the greatest effect. Those studies that do exist, however, bring valuable insights that together can
lead to a synthesis of the information within them and understanding the theoretical frameworks in which each was undertaken. Literature Review Factory Production
Gomes, Lisboa and Yasin (2003) report that the "closer a company is to the final customers in the supply chain, the more it is concerned with customer satisfaction. In this
context, on-time delivery is considered an important indicator of customer responsiveness" (p. 70). Gomes, et al. (2003) believe there are two alternatives for the manufacturer close to the end
user in the supply chain: (1) either increase lot size so that less time is spent on changing manufacturing configurations or (2) learning how to better deal with smaller
lot sizes. This requires that the organization increase the efficiency with which it operates so its production time is not greatly adversely affected by the downtime of line configuration
changes. Gomes, et al. (2003) investigate a company in the textile industry, one that supplies knitted clothing to its customers. Customers are
retailers seeking to sell the goods to the final end user. Thus the industry that Gomes, et al. (2003) investigate is one greatly affected by seasonality. The company
most likely is requiring rather long lead times from its customers so that it can arrange for its own raw materials and other supplies at the best possible prices.
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