Services Marketing: People, Technology, Strategy

1984-01-01bookNational University of Singapore1,058 citationsclosed

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

A professional firm specializing in pension fund audits seeks to extend the firm's relationships with existing clients in the Philippines by offering consulting services. But the first attempt at crossselling is a flop. What has gone wrong and why?

Citations in this library

Stored only when both papers are in the corpus — 1,058 citations exist upstream.

Cited by

2005Understanding Organization-Customer Links in Service Settings

2004Consumer responses to compensation, speed of recovery and apology after a service failure

2013Managing brands and customer engagement in online brand communities

2015eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions

2018Co-creation: A Key Link Between Corporate Social Responsibility, Customer Trust, and Customer Loyalty

2010An exploratory inquiry into destination risk perceptions and risk reduction strategies of first time vs. repeat visitors to a highly volatile destination

2014What makes a destination beautiful? Dimensions of tourist aesthetic judgment

2012The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image