TITLE

HİZMET İŞLETMELERİNDE MÜŞTERİ MEMNUNİYETİ VE MÜŞTERİ ŞİKAYETLERİ YÖNETİMİ HAKKINDA TEORİK BİR DEĞERLENDİRME

AUTHOR(S)
Özkul, Emrah; Bozkurt, Mesut
PUB. DATE
September 2006
SOURCE
Ekev Academic Review;Fall2006, Vol. 10 Issue 29, p323
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This study aims to put forward the importance of customer satisfaction in service industry and to identify the need of dealing with the customer complaints properly in terms of the benefits of establishments. In this study, first general information on service establishments is given, then the concepts of customer satisfaction and customer complaints are explained and the importance of these concepts in terms of establishments is discussed.
ACCESSION #
24388586

 

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