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Table Of Contents

Common Research Objectives for Services
Stages in the Research Process
Portfolio of Services Research
Importance/Performance Matrix
Benefits of Relationship Marketing
The Customer Pyramid
Strategies for Building Relationships
“The Customer Is NOT Always Right”
Service recovery
Causes Behind Service Switching
Service Recovery Strategies
Service Guarantees
Service guarantees
Benefits of Service Guarantees
Benefits of service guarantees
Why a Good Guarantee Works
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BM404_lecture4 (1)

BM404_lecture4 (1)

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Published by Sagar Sharan

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Published by: Sagar Sharan on Dec 19, 2011
Copyright:Attribution Non-commercial


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