Linking employee behaviour to external customer satisfaction using quality function deployment

This paper considers the relationship between human behavioural patterns occurring in industrial environments to the general level of external customer satisfaction, the hypothesis being that by correlating behaviour patterns to levels of customer satisfaction a route can be found to improve perform...

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Bibliographic Details

Main Authors:	Victoria Hanna, Chris Backhouse, Neil D. Burns
Format:	Default Article
Published:	2004
Subjects:	Mechanical engineering not elsewhere classified Employee behaviour External customer satisfaction Quality function deployment Mechanical Engineering not elsewhere classified Mechanical Engineering
Online Access:	https://hdl.handle.net/2134/4579
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