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| Customer Satisfaction, Productivity and Profitability: Their Differences Between Goods and Services |
| Eugene W.Anderson, Claes Fornell, Roland T.Rust, LIU Jin-Lan, YU Ying, KANG Jian |
| Tianjin University; Tianjin; China |
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Abstract The tradeoffs between customer satisfaction and productivity were studied, the relationship model between customer satisfaction and productivity and its hypotheses developed. The research hypotheses were also verified by the use of the database provided by the Swedish Customer Satisfaction Barometer (SCSB).
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Received: 25 February 2005
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2005, Vol. 2 
