Merchant's Tire & Auto Centers: Customer...
Weiss, Elliott N.,...
Merchant's Tire & Auto Centers: Customer Feedback as a Quality Improvement Tool
Weiss, Elliott N.; Sampson, Scott E.
OM-0731 | Published April 8, 1993 | 39 pages Case
Collection: Darden School of Business
Product Details
This case introduces students to issues surrounding the collection, interpretation, and use of customer feedback for improving the quality of service. Various forms of customer feedback are considered, and a system is described that ties the feedback to employee compensation. The final section of the case describes the key figure who is questioning the appropriateness of the company's customer-feedback system. Data analysis is provided in exhibits for students to interpret.
0
Get Ahead in Class
Clear, Complete, and Concise: Avoiding t...
Lipson, Marc L.
Business Valuation in Mergers and Acquis...
Schill, Michael J....
A Brief Introduction to Macroeconomics
Murphy, Daniel
Moral Theory, Frameworks, and the Langua...
Wicks, Andrew C.; ...
Three Empirical Methods for Calculating ...
Zhang, Zhihao; Whi...
The Basics of Multivariate Regressions i...
Batova, Tatiana
Advanced Tableau Tips and Tricks
Palomba, Anthony
Digital Marketing Metrics: Measuring Wha...
Venkatesan, Rajkum...
Disruption, Response, and Transformation...
Chen, Ming-Jer; Mc...
Using AI to Expand Your Leadership Commu...
Murray, Meghan
Understanding Organizational Culture: An...
Martin, Sean; Kemp...
A Brief Introduction to Managerial Accou...
Lynch, Luann J.
How to Prototype a Prototype
Chao, Raul O.
The Strategist’s Toolkit
Lenox, Michael; Ha...
Finance People
Schill, Michael J.