The value of the customer to the service organization has been referred to as customer equity.
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Q10: Loyal customers are cheaper to serve.
Q11: It is in a service organization's best
Q12: In general,customers who are satisfied with a
Q13: The key to customer loyalty is to
Q14: Service quality is defined in the same
Q16: Managers find it relatively easy to maintain
Q17: Research has demonstrated that quality has a
Q18: Without customer loyalty,service organizations must depend too
Q19: Customer expectations and perceptions of the service
Q20: Service firms are thought to be better
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