Measuring and Managing the Satisfaction-Loyalty-Performance Links at Volvo
Gustafsson, Anders; Johnson, Michael D.
In this paper a general framework is developed for linking measures from quality to business performance via customer satisfaction and loyalty. The authors illustrate how the framework has been applied at Volvo Car Corporation. The example shows that it is possible to establish where a company should focus its improvement efforts in order to make it pay off. In this example Volvo gains a greater number of loyal customers who spend more money with the company.
customer satisfaction; loyalty; measurement systems; performance measures; Volvo
Required Publisher Statement: © Palgrave MacMillan. Final version published as: Gustafsson, A., & Johnson, M. D. (2002). Measuring and managing the satisfaction-loyalty-performance links at Volvo. Journal of Targeting, Measurement and Analysis for Marketing, 10(3), 249-258. doi:10.1057/palgrave.jt.5740050 Reprinted with permission. All rights reserved.