Customer Satisfaction, Relationship Marketing and Service Quality

July 25, 2017 | Author: Sreerag Gangadharan | Category: Retail, Marketing, Customer Satisfaction, Profit (Accounting), Strategic Management

Share Embed Donate

Report this link

Short Description

This is the literature review part of my final dissertation in my MBA...

Description

c p c p p p p p p p p p p

p p p p p p p p p p p p p p p p p p p p p p p p p p p p p pp p p p p pppp p p p pp p p p p p p p p p p p p p pp p pp pp p p pp pp p p pp pp ppp pp p pp p p

p p p

p p p p p p p p

pp ppp p pp p p pp pp ppp p p p p p p p p p p p p p p pp! p p ppp

p" pp ppp p pp pp ppp p p p pp#$p p

p p p pp p p p %pp pp p p p p p pp

pp p p p pp pp ppp p ppp pp p p p p & p '(((p )p p p p p p p p p

p p p p p p p p p p p p p* p '((+p , p - p .p , p p p p p p p p p p p ppp' p p p p pp

pp p pp p p p p p p pp p p pp / p pp p p 0p 1 p.p2 p'((3p& p pp ppp pp p p ppp 4 p pp 5 pp p p p p p p p p p p p p p p p p p p pp p)p.p2 p(p p p ppp p pp p p p ppp ppp pp pp p p p p p p p p p p p p p p p

p p p p p p p p p p p p p p p p

pp p

% p p p 65 p p p p p p p p p p p

p p

p p p p p p p p p p p p p p p p p65& p p p 3p p p 'p p p p /p p 4 p p p p 0p p pp pp pp pp p p& p.p& p7p p p

p p pp pp p ppp pp p pp pp ppp8 p p pp 4 p ppppp

p p p p 65& p pp39p 1 p '9p: p pp+9p ; p .p & p 39p p .p 1p (p p p p p p p p p p p p p p p p p p p p p p p p p pp p pp p p pp p p p p p p 1 p p p p p p p p p p p p pp ppp pppp p p ppp p ppp ppp

p p p p, p'((=p p ppp p pp p p pp p p p p ppp ppp p p pp p pp p,ppp'((Ap p , c1 p p p 2 p p p p p p p p

p ppp p p> p p p pp pp

p p & p '(3p p p p p /p p p p p

p p p p p p p p p p p p p p 0p 2 p p p p p p p p p

pp p p pp pp pp2ppp p pp ppp p p p p ppp p p

p p p: p'((+p ppp pp p p ppp pp pp p p ppppp pp p p 9p pp p ppp pp p p p p p p p p p pp pp p

2 p p p p p p p p p p p p p p

p p p p p p p

p ,

p p p '(33p & p'(=3p p p p pp p ppp pp p p p p p p p p p p p p p p p p p p p p p p p p p p p p p ppp p p p p pp p pp p pp p p p p p p p p p p p p p p p p p p p p p p Ep p p p - p p p '(33p p p p p p p p p p p p p

p

p p p p ppp p pp 9p)p pppp p p p p p p 9p )

p p p

p p

p 9p 8

p p p p p p p p p p p p 9pp p ppp ppp p p

6 p p p p p p p p p ,

p '((?p p p

p pp p p pp p p ppp p p p p p p & p p p p 2p p p p pp pp pppp p ppp p p p, ppp(9p, ppp'((79p1 p.p"

p'((Ap, ppp(p p p p p p p p p p p p !p pp p pp p p p

8 p p p p p p p p p p p p p

p p p p p p p p p p 8p p p p p p p ppp p ppp p

pp p p p p p p p p p p

p p p p p p1 p p p Ap ) p .p - p +p p , p .p p (p p p p p

p p p p p p p p p p p pp p%p p pp

pp p p p p,p

.pC p'(3=p pp p pp

p p @pp p

p p pp5 p p1 pppAp pp p pp ppp pp pp p p p p p p , /1$%""$%p p p p p p p p p p p p p p p p p

p p p p p Cp p p p 2 p p p p

p ppp pp pp p p pp ppppp p p pp pp p- p.p& pp8 pp2 p .p , 5- p p p p p p p p p p p p p 5 p%p p pp p p ppp p ppp 4 p pp p p p9p ppp9p C ppp'((Ap ppp p p pp p p p p p p p p p p p p p p p p ,p p p p " p 2 p .p , 5- p p p p p p p p p p pp pp p pp p pp p p p p p p p p p p p p p p p p ppp pp p p9p p ppp pp pp pppE ppp p

%pp pp pppp p ppp pp p p

pp pp p p6 pp! p

p p p pp p p p p p p p p

p p p p p p p- pp pp pp pp p p pp p pp

pppp p- p.p$ p+9p2I p.p1 pp2pp p p pppp pp ppp

p2 pppp p p p p p p p 1 p p p p p p p p p p p p p p p p p p p p ,

p'((App p

E p pp pp p pp ppp

p ppp p# ppp=p pppp p pp

pp pppp p p p ppp p ppp p p # p p p =p >p p p p p p p p

pp pp p p pp p p p pp4 p

pp p p p ppp9pE pp pp p p p p p p p p p p p p p p p B p p p p p p p p p p p p p p p p pp pp pppp p p 2c' 3c p p p 2 p p p p p p p p p p p C p p p '((+p p p p p p p p p ! p p p p p p pp p E p .p% p '((?p p p p p/p p4 pp pp ppp p p p p p p p p p p p p p p p p p p p p p p 0p 8p p p p p p p p p ! p p p p p p p pp .p :

p '((3p & p .p p p p p p p p p p p '(A(p p '((=p p p p p p p p p p @p p p p p , p p p p >p .p < p ?p p p p p /p

p 0p pp p p p p p

& p .p H p Ap p p p p p p p p

! p ppp pp p p2 p p pp pppp p p%p p ppp p p p 9pp p pp pp p ppp pp p p p1 p p pp p p p pp p p pp p p pGpp pp pp p p pp p p

p ppp ! p p p p pp p pp

p p p ! p

p p p p

p 8

p p p 'p )p p p p p p p p p p p p p

p p: p.p:4 pApppp pp p p p pp p p p p p 4 p p p pp p p pp p p pp p pp ppp p$ ppp3p p p pp p p p p p p p p p p p p p p p !p

p p p p p p p p p p p p ppp ppp& p.pH pApp 2#"!+c"* $"+$"p p F p.p2 pp ppp p pp p p @pp p p p p p p p p p

p p p p p p p p p p p p p ! p p p p p p p p p p p p p p p p p p p p p p p p p

p p p E p .p F p +p p p p p p

p pp p pp p pp pE p p pp p p p p p p p p p p p p p p p p p p p & p .p F p '(((p 2p p p ppp pp p pp p ppp p p p p p p8 ppp+p pp p ppp p p p

p p p p p

p p p p p p 1 p F p 'p p pp p p p pp pp p

8p p p p p p p p p p p p

ppp p p p pppp p pp pp p ppp ppppp7p p pp pp/ p 0p ppp p ppp p p p pp pp p p/ p0p p p pppp p p p p p 7p 1p p p p p p p

p %p p p 4 p p p p ppp pp pp p p pp 2$"+$"$. $%"p p $p p p pp pp pp* pppAp p p p p p

p p p p p p p p p 4 p p p p p p p p p ppp p ppp

p p p p p p p p p p ,p 3p p

p p p p p p p p p p p p p p p p p p p p 1 p p p '((7p , p p p p p p p 2 p p p p p p p p p @p 'p#ppp*pp+p# ppp7p;pp%p p p p p p p, p p p p pp p

p p p p p p p p p p p p p ,p 3p p p p p p p p p p p p p pp pp p p ppp p p, Lp pp '9p ,p .p p =p p F p .p 2 p p p p p pppp p pp p p pp p p 5p p

ppp p p pp p pp p

F p.p2

p'((?p p p p p p p p@pp

'p p p @p %p p p p p p p p p p p

p 6p p p p p p p p p p p p

p p pp p p p pp p p p p- p @p ppp

pp p pp p pp p p p p p p p ppp p p pp p p p +p2 p @p> pp p pppp p p pp p p p 8 p p

p p p p p p p p p p1 p p J !p p p p p pp ppp p pp p ppp p p

8 p p & p .p , p '((Ap p p p p p p p

p p p p p 9p p p p p

p p p p p p p p

p 1 p p p p p p p p p p p p p p p p p p ) Ip .p $ pp ppp p

pp pp ppp pppp p p pp p pp 9ppp pppp pp pp ppppp p

8 p p p

pp p pp pp p

p ppp p- p pp p pp p p p pp p p p$p.p& p'ppp p p pp ppp ppppp p pp pp pp p pp p p p p p ppp p p pp p pp ppp p pp pp p pppp p p pp p p p p p 1p p p p p p p p

p p p p p p p p p p p p p p p p & p .p )p ?p 8p p p p p p p p p p p p .p $ p '9p E p p 8 p p p p p p p p p p p p p p p p ) p p p p

p p p pp p p p : p .p 1 p=9p 1 p p p?p 2&c"* $"+$"""$% ." p p p p p p p p p p p p p p p p p p p p p pp pp p p E p p p p p p p p p p p p p p p p p pp p pp p pp p p pp p p p p p & p +p p p p p p p p ppp p p p pp p p pp p pp# ppp=p p pp p pp p p p p p p p p p p p p * p .p : p 3pp p

) p pp p p pp p p p p p pp

p pp pp p p, p'((79p)p.p2

p'((p p p p p p p p p p p p p p p p p p p p ppC ppp'((Ap p

pp p p p p pp p p ppp pp p p p p pp pp p p pp pp p ppppp 9pp pp p pp 9pp pp p

p pp p p p p p p p p p p ! p p

p - p.p) p'((+p pp p pp p pp pppp

pp pp p p p p p p 9p p 5 5 9p p

5 p

9p pp 4 pJ !pp 9pp

p p p& p '((3p p p p p p p p p ppp p p p pp p pp pp pp p p p p

p p 2 p .p , p '((Ap p p pp pp pp p ppp p pp p pp p p p p p 'p Ep p p p p p p p p p p p p p p p p p

p p

p pp pppp p p pp p& p.p , p '((Ap p p ! p p p

p p p p p p p p p p p p p p p p p p p

6 p p p p 4 p p p p p p p p p p p pp p p p pp p p ppp p

%p p p p p p p p p p

p p p p p p ppp p1ppp ppp p p p pp p p p p p 8 p p , p .p p =p p p p p p p pp pp ! p pp%p ppp p p p p p pp pppp

pp pp p p p p p p p p p p p p, p .p p =p8p p pp4 p ppppp p8pp p p4p p pp p p p pp p 2,'$ c"* $"+$"p p %p p p p p p

p p p p p p p p p p p p p p

p p p p p2pp p p p p p ppp pp5 p p p p p p p p p p p p p p p p p p p p p p p p p p

p p p p p p p p p p 1 p (p ppp @p'p p pp p p 9p p p p p p p 9p +p p p p p p p 9p 7p p p p 9p ?p p p 9pAp p p pp

pp p p

%p p p p p p p p p p p p p p p p

p ppp p" ppp pppppppp pGppp

p p p p p p p p p Gp p p 1p p p +p p p p p p p p p p ! p p p p p ppp p ppp ppp p2pp pp p

pp p pp ppp p ppp p pp

p

2 pp p 4 pp

p p p p p p p

pp pp4 p%pp p p pp p p pp p pppppp p p pp ppp p p pp pp pp p p p p p pp pp pGpp p p pp p ppp ppp p ppp

p p p p p p p p p p p p p p p p p p p p p p 1p

p pp p p pp p p p p pp p p pppppp p p1 p p p pp

p p p p p p p p p p p p p p p p p p p 1p p p +p " p @p p p p p p pp p p pp p p p 9pp p p p p p p p p p p p p p p p p

pp p pp pp 22 $%04" $."p p M p p p p p p p p p p p p p p p p p p p p ,p p p p p p

p p p

ppp ppp p p ppppp p pp p p p p p p p p 8p 5 p p p p p p

pp pp pp p"I p.p"I p3p8 p pp pppp p pp p pppp p pp p pp pp p ppp ! pppp p p p p p p p p 5 p p p p p p p p p ppp p pp p p%pp pp p pp p p p p 2 p p p : p Ep p p p p p

pp ppp pp ppppp p p p p p p p p p p p p p p p p p p p p p p p p p p p p p p p p p p

p pp ppp

p pp pp p pp p p p p5 p p pppp pp p p pp ! p p p p"I p .p"I p 3p p p p pppp pp ppp p pp pp

25'" c"* p p8 p p 2 p 7p p p p p p p p p p p p p p p p p p p

p p p p p p p p p p p p p p p p p p

p p p p p p p p p > p 'p 8 p p p ) p 2p)2p 3p / p p p p p p p p p p p p p p p p p p

p p p p p p p p p p p p p p p p p pp4p/p%pp pp p p p pppp p p p p p p p p p p p p p p p p p p p p p p p p > p 'p p

pppp pp pp pp p p p pp p p p p p p p p p pHp p >p p p ?p p pppp pp pppp pppppp p pp pp 26c"* $"+$" /$.3) ! p p p p p p p p p p p p p B p p p p p p p p p p p p p p p %p p p p p p p p p p p p p p p

pppp p pp p p p" p p p p p p 5 p p

ppp pp p p pp p pp p 5cc p p p p p p p p p p p p p p pp pp p pp p p p

p 8p p p ppp p p p pp pp p pp pp p pp p

p p>p p pp p p ppp pp p pppp p p p" p pp

p p p p p 2 p * p p p p : p Ep p p p ppp

p p p p pp ppp pp pp

p pp p pppp pppp p p

Customer Satisfaction, Relationship Marketing and Service Quality

Short Description

Description

Comments

We need your help!