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Question:
a) What is loyalty in a service context and how can firms benefit from a price premium with loyal customers?
b) Describe total relationship marketing. How would you use the concept of wheel of loyalty for the benefit of your organisation?
c) Discuss the THREE clusters of benefits that customers derive from relationships with the firm?
what is the difference between perception and positioning in marketing mix
Question (a) When delivering an assertive confrontation message to an employee, you have to be careful not to become defensive or reactive if the employee becomes argumentati
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