Is customer satisfaction enough? Issues and challenges in creating a competitive advantage through excellent customer relationship/ Zainuddin Zakaria

Zakaria, Zainuddin (2017) Is customer satisfaction enough? Issues and challenges in creating a competitive advantage through excellent customer relationship/ Zainuddin Zakaria. Journal Academia UiTM Terengganu, 1. pp. 15-28. ISSN 1985-5125

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Abstract

The effort to satisfy customers has turned businesses into customer-oriented or customer-driven organizations. Companies have generally made every effort to take customer needs into account as far as possible in their operations. This perspective ad received special attention in the 1980s in the marketing of services. In the 1990s, customer satisfaction was emphasized. In the new millennium, businesses survive global competition by focusing on establishing relationships with their customers (Storbacka & Lehtinen, 2001). With this premise, the paper aims to discuss the issue and limitation of focusing only on satisfying customers as a foundation for attracting new customers while maintain the present ones.

Item Type: Article
Creators:
CreatorsEmail
Zakaria, Zainuddinhzaihudd@tganu.uitm.edu.my
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Business and Management
Journal or Publication Title: Journal Academia UiTM Terengganu
ISSN: 1985-5125
Volume: 1
Page Range: pp. 15-28
Item ID: 19647
Uncontrolled Keywords: Customer satisfaction; Business marketing; Customer Relationship Management (CRM)
Last Modified: 18 Dec 2018 06:39
Depositing User: Perpustakaan Cendekiawan UiTM Caw Terengganu
URI: http://ir.uitm.edu.my/id/eprint/19647

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