3. Think about a service organization that retains you as a loyal customer. Why are you loyal...
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3. Think about a service organization that retains you as a loyal customer. Why are you loyal to this provider? What are the benefits to you of staying loyal and not switching to another provider? What would it take for you to switch?
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Services Marketing Integrating Customer Focus Across The Firm
ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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