Relationship between Customer Satisfaction and Loyalty in Service-Oriented Enterprises

Author: Han Xiaoyun
Publisher:
Publish Date: 2003-12-01
Features: This book is written in clear and fluent language, well-organized, and provides detailed content. It can serve as a teaching reference for postgraduate students majoring in business management and tourism management in colleges and universities, and also offers practical guidance and reference value for business management personnel. The book primarily studies the factors influencing customer loyalty in service-oriented enterprises, focusing on the relationship between customer satisfaction and customer loyalty. It also explores the impact of service fairness, service quality, business friendship, customer trust, and customer belonging on customer loyalty, and provides constructive suggestions for service management in practice.