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| Topic: |
Business
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| Number of pages / Number of words: |
6 / 1486 |
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The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship. Loyalty behaviors, including continued relationship, increased relationship, and recommendation (word of mouth advertising) results from the customers’ beliefs that the quantity of value received from one provider is greater than the quantity of value available from another provider...
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Loyalty creates increased profit through enhanced revenues, reduced costs to acquire customers, lower customer-price sensitivity, and decreased costs to serve customers familiar with a firm’s service (Reicheld and Sasser, 1990).
Many studies have concluded that customer satisfaction influences purchase intentions as well as post-purchase attitude...
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