this is Total Quality Management. Chapter 7. Customer Satisfaction, Retention, and Loyalty

answer 11 until 15

11. The model for product innovation contains the fol- lowing steps: target the opportunity, explain the idea. develop alternatives, optimize the solution, and com- mercialize the innovation 11. Explain briefly the concept of QFD and how it relates to customer satisfaction. 12. Explain why it is important to measure customer retention 116 Customer Satisfaction, Retention, and Loyalty 13. Explain why just meeting customer specifications might DISCUSSION QUESTIONS not produce customer satisfaction Discuss the following questions in class or outside of class 14. Describe the customer loyalty model with your fellow students 15. Explain the concept of customers as innovation part- 1. Americans have developed what has been called a ners and how to implement the concept. "microwave mentality." We like quick service, instant food, and fast results. Does this describe you as a