Abstract
Since the 1980s, many businesses - starting with companies in the USA - have made the question of the customer’s needs a central topic of concern. Based on the principles of Quality Management and the fact that the customer has a view to express, customer satisfaction is continuously being re-examined.
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© 2004 Springer-Verlag Berlin Heidelberg
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Huber, M., Scharioth, J. (2004). Introduction From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard. In: Scharioth, J., Huber, M. (eds) Achieving Excellence in Stakeholder Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24692-3_1
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DOI: https://doi.org/10.1007/978-3-540-24692-3_1
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-00255-0
Online ISBN: 978-3-540-24692-3
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