Handbook of Management Scales/Customer interaction

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Customer interaction (alpha = 0.6572)

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

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