Abstract or Introduction
This essay critically discusses the academic literature on service quality models before turning to sustaining customer relationships. In its third paragraph, the connections between service quality and customer relationships are discussed and business situations in which service quality models may sustain customer relationships are considered.
Service quality and sustaining customer relationships are interrelated, as both the academic theory and some featured business examples show. Comparing the SERVQUAL model with the 4Ps and 4Cs based on three core statements underline this relationship. Examples from three different industries show practical benefits for both suppliers and customers of products and services.
- Quote paper
- Heiko Filthuth (Author), 2016, Service Quality and Sustaining Customer Relationships, Munich, GRIN Verlag, https://www.grin.com/document/541354
Similar texts
Publish now - it's free
Comments