Date of Conferral
3-5-2024
Date of Award
March 2024
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Michael Campo
Abstract
Maximizing customer satisfaction is vital for U.S. laboratory testing organizations to succeed within a competitive industry. Leaders of U.S. laboratories are concerned with customer satisfaction because dissatisfied customers can negatively impact customer retention, profitability, and firms’ competitiveness. Grounded in the social exchange theory, the purpose of this qualitative multiple case study was to explore strategies that leaders of U.S. laboratory testing organizations implemented to maximize customer satisfaction. The participants were five leaders of laboratories in the southeast United States that held current ISO 17025 certification, were non-medical testing laboratories, and received positive online customer reviews. Data were collected from semistructured interviews, online customer reviews, and online organizational data. Data were analyzed using pattern matching, and two themes emerged: developing customer relationships and providing quality services. A recommended action is for leaders to implement and communicate organizational policies through companywide meetings. The implications for positive social change include the potential for satisfied customers to have more confidence in decisions that positively impact communities and society.
Recommended Citation
Clarkson, Kurt, "Strategies Leaders of U.S. Laboratory Testing Organizations Use to Maximize Customer Satisfaction" (2024). Walden Dissertations and Doctoral Studies. 15404.
https://scholarworks.waldenu.edu/dissertations/15404
