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How the customer satisfaction in function of the Kano model is used to have a better competitive advantage

This article has as objective, to show and analyzing how the customer satisfaction in function of the Kano Model is used to take a competitive advantage within the car industry. Some results show that the impact of the customer satisfaction surveys account for 8 to 10% of the turnover of the major European car companies. In fact, in the 5 past years, the profitability of the leaders in customer satisfaction have surpassed the laggards. Leaders had a cumulative total return of + 22.5%, the SP 500 experienced a decline of -1.3% during the same period, latecomers lost - 46.3%. Therefore, these figures demonstrate how it’s important to set up a good strategic customer listening in order to take advantage on competition.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hh-33447
Date January 2017
CreatorsGauzelin, Sophian
PublisherHögskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap
Source SetsDiVA Archive at Upsalla University
LanguageEnglish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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