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Identify the company and examine what role customer loyalty

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1. Discuss a positive or negative experience you had with a company. Identify the positive and/or negative aspects. What factors contributed to a satisfactory rating versus a decrease in satisfactory rating? Explain.

2. Assess the service quality survey SERVQUAL. Describe the advantages and disadvantages of this survey.

3. Choose a company to research. Identify the company and examine what role customer loyalty and retention has played for marketing.

What strategies were cultivated in order to maintain customer retention? Does this company have a defection management program?

4. Briefly describe the industrial management approach and the market-focused management approach. Compare and contrast each

approach in regard to expectations and benefits.

Reference no: EM13913948

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