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Annotated Bibliography on Customer Satisfaction

This annotated bibliography provides details on a source that discusses the relationship between total quality management and customer satisfaction. Specifically, the source examines how sustaining high-quality service in a competitive environment positively correlates with patient satisfaction and the overall relationship with the service provider. The annotation indicates the source will be useful for describing the effects of maintaining good customer service on productivity and profit.

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316 views2 pages

Annotated Bibliography on Customer Satisfaction

This annotated bibliography provides details on a source that discusses the relationship between total quality management and customer satisfaction. Specifically, the source examines how sustaining high-quality service in a competitive environment positively correlates with patient satisfaction and the overall relationship with the service provider. The annotation indicates the source will be useful for describing the effects of maintaining good customer service on productivity and profit.

Uploaded by

api-509555528
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Annotated Bibliography #1

Name: Charles Benson

Nguyen, Thi Le Ha, and Keisuke Nagase. “The Influence of Total Quality
Source #1 Bibliography Management on Customer Satisfaction.” ​International Journal of Healthcare
(MLA or APA) Management​, vol. 12, no. 4, Nov. 2019, pp. 277–285. ​EBSCOhost,​
doi:10.1080/20479700.2019.1647378.

Annotation: This article goes in depth to the importance of sustaining high-quality service
(Describe ALL info. that in a competitive environment. The authors explain that patient satisfaction and
might be important for your overall relationship with the provider share a positive correlation.
paper. Explain to the reader
and/or summarize what
might be found in this
source)

Potential Quotes: “High-quality services attract new customers, retain current customers, and
(Are there any significant even entice customers from competitors”
quotes you can use or
paraphrase from this
source?)

This source is reliable because the author is a business analyst and many of
Assessment: their sources came from other businesspersons.
(Analyze and explain why
this source is credible)

Reflection: I will use it to describe the effects of maintaining good customer service on
(How will you potentially productivity and profit.
use it?)
Part 2 - Summary​ (to be done next week)
● How does the book or article fit into your potential research? What does it add to your paper or ideas?
● Was the source helpful to you? Does the source relate to your potential topic?
● How and where can you use this source in your potential research project?
● Make as many notes as you can so that you can come back to the source much later in the process without having
to reread the document in its entirety.

Answer all the bullet points in a well written paragraph or two below:

This article fits into my research by providing statistics and evidence to prove that the quality of a product and
how it is transferred affects the overall satisfaction of a customer. This source is extremely helpful as it provides crucial
reinforcement of the claim that quality correlates with satisfaction. I could potentially use this source as a means of
evidence and proof to explain this important part of business to the audience. The author defines Total Quality
Management as “a strategy used by organizations to provide excellent service which shows that when service quality
assessment is positive, it is the customers' desirable behavioural intentions that strengthen their relationship with the
service provider” She also defines customer satisfaction as “the customer's perception of the degree to which the
customer's stated or implied needs or expectations have been fulfilled”. These are both vital to my research in that they
define the two essential terms which I will further discuss.

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