Strategical Satisfaction Management

Miguel Angelo Hemzo ()
Additional contact information
Miguel Angelo Hemzo: Universidade de São Paulo

Chapter Chapter 15 in Marketing Luxury Services, 2023, pp 189-202 from Springer

Abstract: Abstract In this chapter we discuss the relationships between productivity, quality, satisfaction, fidelity, and loyalty, all concepts very important to retain the best clients and maintain profitable long‐term relationships. We discuss how to attain productivity with quality, how to define quality from the consumer viewpoint, understanding expectations, experiences and satisfaction, managing complaints: listening, solving, and learningLearning, consolidating long‐term brand–client relationships, attaining fidelity and loyalty.

Date: 2023
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-86073-8_15

Ordering information: This item can be ordered from
http://www.springer.com/9783030860738

DOI: 10.1007/978-3-030-86073-8_15

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().