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Service Relationships: The Impact of Service Providers on Customers

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The Service Providers

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Abstract

Customer satisfaction and evaluation of service quality have a strong positive effect on customer loyalty intentions as well as on their willingness to speak highly of the organization to others. This in turn influences the organization’s ability to retain current customers and attract new ones,1,2,3 thereby increasing overall profitability.4 Customer outcomes are thus good measure of the viability and success of an organization.5

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Notes

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  1. Dana Yagil
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© 2008 Dana Yagil

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Yagil, D. (2008). Service Relationships: The Impact of Service Providers on Customers. In: The Service Providers. Palgrave Macmillan, London. https://doi.org/10.1057/9780230582675_9

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