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Application Case Study: Expedia.coms Customer Satisfaction Scorecard . Who are the customers for Expedia.com? Why is customer satisfaction a very important part of their business?

Application Case Study: Expedia.coms Customer Satisfaction Scorecard.
Who are the customers for Expedia.com? Why is customer satisfaction a very important part of their business?
How did Expedia.com improve customer satisfaction with scorecards?
What were the challenges, the proposed solution, and the obtained results?

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