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Service quality; A contemporary approach


Marketed By :  LAP LAMBERT Academic Publishing   Sold By :  Kamal Books International  
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  • Product Description

This book pay attention on relationship marketing because it has recognized the importance of building long-term relationships in increasing firms' profitability and guaranteeing their future viability. Owing to the damaging effects, that customer switching behavior could have on the development of successful relationships, understanding customers' switching decisions can represent a key step in the process of establishing, developing and maintaining successful relational exchanges. Aim of this book is to introduce the heterogeneity of customers in their relationship characteristics (depth, length and breadth) into the analysis of customers' retention to switch service providers. By considering the moderating role of relationship characteristics with the customers' retention, the relationship characteristics do moderate the relationship between service quality and customer retention. If service providers want to keep their customer retain, towards their services and products, they should compete on service quality.

Product Specifications
SKU :COC53895
AuthorZahra Idrees and khuram Shafi
Number of Pages56
Publishing Year2014-02-14T00:00:00.000
Edition1 st
Book TypeBusiness & management
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-06-08 00:00:00
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