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Title: Customer Satisfaction-Win, Lose, Or Draw?
Author: Richard P. Carlson
Source: American Gas Association 1994
Year Published: 1994
Abstract: An examination of what benefits can be derived from customer satisfaction management systems in the public utility industry. The author argues that such systems can not provide the same degree of profitability to a public utility as they can to other industries due to the nature of the product, the purchase cycle, and regulation. These perceived limited benefits have caused the authors company to concentrate on those customer defined performance measures that can be defined in terms of specific actions and behaviors and not on overall measures of satisfaction.

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