The second part is an empirical study based on expert interviews carried out in different companies. A study represented in Table 2.
This approach has been criticized by several authors for a number of weaknesses. Finally, the study would come out with recommendations which when adopted and implemented would help fashion out policies to address the deficiencies and pitfalls in the service delivery which consequently translates to customer loyalty.
Not all quality measurements obtain a proportional increase of customer satisfaction and not all enhancements of customer satisfaction induce increased customer loyalty and revenue maximization.
For this reason a standardised and commonly agreed-upon definition does not exit.
H Abstract The free market economy and its burgeoning competitiveness provide the customer with increasing decision-making power and, consequently, his or her wishes tend to be included in the service process. When an organization implements quality and loyalty practices through its customer service policies, it gains a level of loyalty from the customer that drives and increases the ability to maximize revenue.
The requirements arise from the use of the product or the goal of the activity by accounting for the realisation possibilities.
Investments in customer satisfaction do not always provide the expected output. Chapter Two focused on literature review. Dichter stressed that image certainly was not referred to the individual characteristic or the quality, but the store overall image in the customer heart.