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Zero Defection ; Quality Comes to Service · Study

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ArticleZero Defection ; Quality Comes to Service

Frederick F. Reichheld1990

Article1990

Zero Defection ; Quality Comes to Service

Frederick F. Reichheld

121 citations·0/0 files stored·Harvard business review

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

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2014Creative tourism: a preliminary examination of creative tourists’ motivation, experience, perceived value and revisit intention 2009The relationship between service quality and retention within the automated and traditional contexts of retail banking 2012The Relationships among Tourist Novelty, Familiarity, Satisfaction, and Destination Loyalty: Beyond the Novelty-familiarity Continuum 2009Creating a model of customer equity for chain restaurant brand formation 2007An exploration of relational customers' response to service failure 2005Customer‐based corporate valuation 2000Managing quality: critical links and a contingency model 2001CREATING CUSTOMER LIFE TIME VALUE THROUGH EFFECTIVE CRM IN FINANCIAL SERVICES INDUSTRY

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Year1990

Typearticle

Published1990-01-01

VenueHarvard business review

ISSN-L0017-8012

Languageen

Citations121

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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openalex_workW2976178972

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