Handbook of Management Scales/Customer interaction

Items

 * We frequently are in close contact with our customers.
 * Our customers seldom visit our plant. (r)
 * Our customers give us feedback on quality and delivery performance.

Source

 * Flynn et al. (1994): A framework for quality management research and an associated measurement instrument. Journal of Operations Management, Vol. 11, No. 4, pp. 339-366.

Related Scales

 * Customer focus