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Related Articles
- After the Warranty Ends That's when great customer service pays off, study says. Finlay, Steve // Ward's Dealer Business;Apr2009, Vol. 43 Issue 4, p44
The article discusses ways to retain customers in the vehicle industry when the warranty period expires. It was found out through a study that the auto dealers who provide the highest satisfaction keep more than 80 percent of their customers for maintenance and repair even after the warranty...
- Retail 3.0. TARNOWSKI, JOSEPH // Progressive Grocer;May2011, Vol. 90 Issue 5, p134
The article explores how Syracuse, New York-based Green Hills' in-store technology is driving the growth of individualized marketing in the U.S. The retailer has launched the Center for Advancing Retail & Technology (CART) to improve the delivery of value to customers by best leveraging data and...
- Will You Still Love Me Tomorrow: Dynamic Developments in Service Quality and Customer Retention. Lemon, Katherine N. // Advances in Consumer Research;1996, Vol. 23 Issue 1, p11
Information about several papers discussed at a consumer research session entitled "Will You Still Love Me Tomorrow: Dynamic Developments in Service Quality and Customer Retention" is presented. The papers included "The Quality Double Whammy: The Rich Stay Rich and the Poor Stay Poor," by...
- Perceived Quality and Value, Satisfaction and Loyalty: New Insights into Processes Underlying Some Familiar Constructs. Kirmani, Amna; Baumgartner, Hans // Advances in Consumer Research;1999, Vol. 26 Issue 1, p598
Information about several papers discussed at a meeting held at the 26th Annual Conference of the Association for Consumer Research in Montreal, Canada on October 1-4, 1998 about product quality and customer satisfaction is presented. Topics discussed include the process underlying judgment...
- The Secret Marketer. // Marketing Week;7/26/2012, Vol. 35 Issue 28, p12
The author offers opinions on brand loyalty in marketing, stating that the system failures of the wireless telecommunications services company O2 and the computer systems of the banking industry firm NatWest indicate that companies may have promised more services to customers than can be...
- CUSTOMER SERVICE. IN NEW YORK. WHO KNEW? Hira, Nadira A. // Fortune;11/15/2004, Vol. 150 Issue 10, p198
The article presents observations from David Neeleman on the importance of customer service and his role at JetBlue. So far, his obsession with service seems to be paying off: JetBlue is the No. 1 airline on the Brand Keys' Customer Loyalty Index. It's been easy so far, and this business is not...
- The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers. Bolton, Ruth N.; Lemon, Katherine N.; Bramlett, Matthew D. // Management Science;Dec2006, Vol. 52 Issue 12, p1811
This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service...
- Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan. Al-Rousan, Ramzi; Mohamed, Badaruddin // International Journal of Human & Social Sciences;Oct2010, Vol. 5 Issue 11-14, p886
In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in...
- Impact of Service Quality on Satisfaction and Loyalty: Case of Two Public Sector Banks. Kaura, Vinita; Datta, Saroj Kumar; Vyas, Vishal // Vilakshan: The XIMB Journal of Management;Sep2012, Vol. 9 Issue 2, p65
This study attempts to know the relationship between service quality, customer satisfaction and customer loyalty through two public sector banks in Sikar district of Rajasthan. Data were collected from 150 customers. Three aspects of service quality; namely, people, process through technology...
