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UNIT V (06 Sessions)

Customer Loyalty Measurement and Application
Measuring Customer Loyalty, Customer Loyalty measurement models and scales, Influence of
Service Quality
on Customer Loyalty, Customer Loyalty in Retail Industry, Customer Loyalty in Banking and
Insurance
Loyalty outcomes in business decisions, Significance of Customer Loyalty for Marketers,
Relationship
Influencers of Customer Loyalty including factors mediating customer loyalty relationship with other
relationship influencers, Customer Affinity, Customer EngagementLoyalty outcomes in business
decisions, Significance of Customer Loyalty for Marketers, Relationship
Influencers of Customer Loyalty including factors mediating customer loyalty relationship with other
relationship influencers, Customer Affinity, Customer Engagement