Validating customer loyalty model using structural equation modeling - Gerald Mahuro,Anne Wang'ombe
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How often does someone patronize a company specifically because of its over-the-top-service? You can probably think of a few examples, such as the traveller who makes a point of returning to a hotel that has a particularly attentive staff. The answer could be you probably can¿t come up with many.To meet customers¿ expectations, the company representatives should anticipate and head off the need for follow-u ... Full description
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Description
How often does someone patronize a company specifically because of its over-the-top-service? You can probably think of a few examples, such as the traveller who makes a point of returning to a hotel that has a particularly attentive staff. The answer could be you probably can¿t come up with many.To meet customers¿ expectations, the company representatives should anticipate and head off the need for follow-up calls, address the emotional distress incurred during the interactions, minimize the need for customers to switch service channels, listen to and learn from disgruntled customers and focus on problem solving.
More Information
| Author | Gerald Mahuro, Anne Wang'ombe |
|---|---|
| Publisher | LAP Lambert Academic Publishing |
| Release year | 2015 |
| Cover type | Softcover |
| EAN | 9783659126468 |