A Customer Service Design Case Study: Insights on Customer Loyalty in the Brazilian Food Sector

Ione Lucia Florencio de Almeida and Luciana Florencio de Almeida

International Food and Agribusiness Management Review, 2007, vol. 10, issue 3, 17

Abstract: Marketing managers of local and international food companies have realized that what they offer to customers go well beyond the characteristics and attributes of the products their companies manufacture and market. Service has become an integral part of the offer (Grönroos, 1993); a high service quality improves the company competitiveness, builds customer trust, supports the company brand and other product attributes (Berry & Parasuraman, 1991, p. 12). This paper seeks to investigate whether customer care service perceived quality in the food sector is truly relevant to customer satisfaction and loyalty.

Keywords: Agribusiness; International Relations/Trade (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:ags:ifaamr:44899

DOI: 10.22004/ag.econ.44899

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