Morris.The service profit chain:Howleading compa-nies link profit and growthtoloyalty,satisfaction,and value. International Journal of Service Industry Management . 1998Morris. The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value[J]. Intern...
aService loyalty is a multidimensional construct (Gremler and Brown,1996). As such, it must be considered carefully by the management of both types of bank. The average loyalty item score reveals that private bank customers demonstrate higher levels of loyalty, as compared to public bank customers...
Y Hu - International Colloquium on Computing, Communication, Control, & Management 被引量: 15发表: 2009年 A study on the relationships between service quality, satisfaction, trust and loyalty among rural tourism Based on rich literatures, this paper develops and tests an integrative model to examin...
Companies with excellent customer service really shine by always going the extra mile to make customers happy. Brands like Amazon, Ritz-Carlton, and Zappos are known for putting customers first, responding quickly, and offering personalized solutions. They focus on listening to customers' needs, comm...
There were also evidences showing that customer satisfaction performed a mediating role on the link among service quality, corporate image and price towards service loyalty. In conclusion, the results demonstrated the importance of improving the quality management of mobile phone services. It showed ...
2. Fosters customer loyalty and retention Sound customer service and management work on building consistency in every interaction. One way this happens is by prioritizingomnichannel customer servicein which cross-channel interactions with the same customer are unified, ensuring customers don’t have to...
Making the returns process easier will also build a trust with the consumer, showing reliability through easy procedures. DHL Express business case studies show that adding practical, fun or thoughtful additions to online orders can build customer loyalty, and go a long w...
Building brand loyalty:Ensuring loyal customers through personalized interactions, quick resolutions, and proactive support. Driving business growth:Increasing customer retention and attracting new customers through exceptional service. In short, the customer service department acts as a catalyst for customer ...
As a result of customer management, you will have precious information and could create loyalty programs to satisfy your customers. Some examples include congratulating them on their birthday, providing special discounts, a membership, or Christmas gifts, and, as a result, they may suggest your bus...
It is a management philosophy that largely affects the operation of the industry, as well as companies and organizations in general (both from the public and private sectors). TQM is the management system, the aim of which is to maintain customer satisfaction by minimizing costs and activating ...