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  • December 2005 (Revised March 2006)
  • Module Note

Rethinking Customer Satisfaction

By: Youngme E. Moon
  • Format:Print
  • | Pages:37
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Abstract

Outlines the structure and content of a six-session module that explores the negative dynamics that can result when firm profitability becomes disconnected from customer satisfaction.

Keywords

Customer Satisfaction

Citation

Moon, Youngme E. "Rethinking Customer Satisfaction." Harvard Business School Module Note 506-046, December 2005. (Revised March 2006.)
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About The Author

Youngme Moon

General Management
→More Publications

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    • February 2022
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    Paul Polman

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    Bee-ing Better at Bombas

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    • June 2021
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    Bozoma Saint John: Leading with Authenticity and Urgency

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More from the Author
  • Paul Polman By: Elizabeth A. Keenan, Youngme Moon and Susie Ma
  • Bee-ing Better at Bombas By: Elizabeth A. Keenan, Youngme Moon and John Masko
  • Bozoma Saint John: Leading with Authenticity and Urgency By: Frances X. Frei, Francesca Gino and Youngme Moon
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