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ROYALTIES FROM LOYALTIES

ROYALTIES FROM LOYALTIES If quality begets customer satisfaction and customer satisfaction begets customer retention, why doesn't customer retention beget customer loyaltyand greater profits Because loyalty's a fickle thingand needs proper management to thrive. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Strategy Emerald Publishing

ROYALTIES FROM LOYALTIES

Fay, Christopher J.
Journal of Business Strategy , Volume 15 (2): 5 – Feb 1, 1994
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0275-6668
DOI
10.1108/eb039626
Publisher site
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Abstract

If quality begets customer satisfaction and customer satisfaction begets customer retention, why doesn't customer retention beget customer loyaltyand greater profits Because loyalty's a fickle thingand needs proper management to thrive.

Journal

Journal of Business Strategy – Emerald Publishing

Published: Feb 1, 1994

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