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Boz Mustafa
Service Quality as a Profil Strategy in Marketing: The Service-Profit Chain Model
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Scientific Journal. Service Management, 2012, vol. 9, s. 25-40, rys., bibliogr.36 poz.
Słowa kluczowe
Lojalność klientów, Satysfakcja klienta, Usługi
Customer loyalty, Customer satisfaction, Services
Service quality in marketing of goods or services is getting more important day by day. Because competition in every sector is becoming more severe in a global world market. High service quality is one of the key elements to increase customer satisfaction and loyalty. At the same time it is one of the main factors in profitability, development, and sustainability of businesses. In this article, it is empasized the importance of service quality in customer satisfaction and loyalty. Service-profit chain model is examined. As the case study, some research findings from academical and managerial perspectives are summarized. And some proposals are made to promote high quality services as an important aspect of successful marketing management.(author's abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Szczecińskiego
Pełny tekst
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