This paper has the aim to present the Customer Satisfaction Process Oriented Model (CS-ProMod), the result of a research carried out in cooperation with the Italian Department of Public Function. It deals with the theoretical hypothesis of the model, the conceptual aspects and the operational methods. The paper focuses on customer feedback in order to assess the valorization of data arising from customer satisfaction surveys. The theoretical assumption of the research is the identification of an approach that optimizes the relationship between CS results and their managerial interpretation with the aim of improving service provision processes. The CS-ProMod model proposes a new conceptual approach to measure customer satisfaction. It is foreseen that the model be adopted by the Italian Government as a standard method to assess the quality of public services.

Introduction to the customer satisfaction process oriented model (CS ProMod)

CAPPELLI, Lucio;
2011

Abstract

This paper has the aim to present the Customer Satisfaction Process Oriented Model (CS-ProMod), the result of a research carried out in cooperation with the Italian Department of Public Function. It deals with the theoretical hypothesis of the model, the conceptual aspects and the operational methods. The paper focuses on customer feedback in order to assess the valorization of data arising from customer satisfaction surveys. The theoretical assumption of the research is the identification of an approach that optimizes the relationship between CS results and their managerial interpretation with the aim of improving service provision processes. The CS-ProMod model proposes a new conceptual approach to measure customer satisfaction. It is foreseen that the model be adopted by the Italian Government as a standard method to assess the quality of public services.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11580/22131
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