What is customer loyalty?
Shows Behavioral Commitment
• Buys from only one supplier, even though other options exist
• Increasingly buys more and more from a particular supplier
• Provides constructive feedback/suggestions
Exhibits Psychological Commitment
• Wouldn't consider terminating the relationship--psychological commitment
• Has a positive attitude about the supplier
• Says good things about the supplier
Learn More :
Service Marketing
- Service customers are often able to accurately evaluate the technical skills of the service personnel for complex services, T or F
- The case of Zappos and how this relates to customer defined standards
- Five principles of service design thinking?
- Difference between and importance of both hard standards and measures and soft standards and measures?
- Four steps in the Job-centric service innovation model?
- What are the benefits for various users of service blueprinting?
- What are the stages in building a service blueprint?
- What are service blueprint components?
- What is a Service Blueprint?
- What are some benefits of relationship marketing for firms and customers?
- How does a product-focused strategy interfere with putting customers first?
- How do customers often see Customer Relationship Management?
- What is relational intelligence and how can firms improve it?
- What is retention equity?
- What is relationship marketing?