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Understanding customer satisfaction – a UK food industry case study

Understanding customer satisfaction – a UK food industry case study The importance of customer satisfaction to the commercial success of businesses is widely acknowledged. However, many companies, including those in the UK food sector, struggle to satisfy their customers. Responsibility lies partly with a failure to fully understand the basic building-blocks of customer satisfaction as a concept. Presents the results of a study by a group of UK food industry managers, led by Leatherhead Food RA. Identifies and describes six key drivers of customer satisfaction, which may be applied to all types of organisation, including those outside the food industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png British Food Journal Emerald Publishing

Understanding customer satisfaction – a UK food industry case study

British Food Journal , Volume 103 (1): 10 – Feb 1, 2001

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0007-070X
DOI
10.1108/00070700110382984
Publisher site
See Article on Publisher Site

Abstract

The importance of customer satisfaction to the commercial success of businesses is widely acknowledged. However, many companies, including those in the UK food sector, struggle to satisfy their customers. Responsibility lies partly with a failure to fully understand the basic building-blocks of customer satisfaction as a concept. Presents the results of a study by a group of UK food industry managers, led by Leatherhead Food RA. Identifies and describes six key drivers of customer satisfaction, which may be applied to all types of organisation, including those outside the food industry.

Journal

British Food JournalEmerald Publishing

Published: Feb 1, 2001

Keywords: Food industry; Benchmarking; United Kingdom

References