2- Exploratory research: Whats has been done on the topic by others
1. Introduction
2. From the industrial model to
the market-focused model
3. Focus on service industries
4. Consideration about serivce industry
5. Satisfied customer means
loyal customers?
6. Aims and goals of the thesis
Acknowledgements
There are many persons I would like to thank for their contribution to this work that could not have been achieved without their participation.First of all, I wish to thank Dr. Newlands for his valuable help and advices throughout this year.
I would like to thank Doctor Stafford as well for the advices she gave me to orientate my work.
Some persons have contributed to this work the company Semco and more particularly Mr Kobayashi. Thanks to Rachel Hastings, Vice president Work & Family Connection, Inc.
My gratitude goes to all the persons I have interviewed and who accepted to share their experiences, sometimes very personal. I am indebted to Zack barter, Margaret Zettergren, John Scott, Harvey Lomax, Thierry Pick and Ludovic Duprès.
Thomas Lefévère, May 2005.