PENERBIT UPSI

Untuk Menjadi Peneraju dalam Penerbitan Ilmiah Bertaraf Dunia

Pencarian kata kunci, ISBN, tajuk buku, nama penulis dan sebagainya

Tarikh kemaskini laman sesawang :13 November 2017

 

Agama

 

Bahasa & Sastera

 

Sains Sukan

 

Modul

 

Teknologi Maklumat

 

Biologi

 

Seni

 

Jurnal

 

Ekonomi

 

Fizik

 

Geografi

 

Umum

 

Terbitan Khas

 

Kanak-kanak

 

Kimia

 

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Matematik

 

eBook

 

Pendidikan

 

Buku Terjemahan

Customer Retention Strategies

ISBN: 978-967-0480-17-6

Penulis: Nek Kamal Yeop Yunus

Tahun: 2013

Bidang: Ekonomi

RM 30.00 RM 24.00

Sinopsis

Kandungan

Komen

The services industry is the most important sector in the economy. It contrib to more than half of the GDP for most developed nations in the world. It also provides 70% employment to the world population. One of the most important services in Malaysia is the financial and banking services. The banking services have undergone tremendous changes since the last decade. The introduction of islamic banking system has changes the way we do business. Despites the introduction of internet banking and the sophistication of technology, services failure happen sometimes. Customers today are very much quality oriented and they expect to have superior quality of services every time when they consume it. When sercives failure happen, they defect to other services providers. thus service firms lose customers, business and revenues. Business firms must recover to stay in business. Firms must satisfy the customers so that they will return to more puchases, inform good word of mouth of the firm by recommeding it to other prospective customers when they themselves become satisfied and pleased about it. The service recovery strategies may cover such orientation as firm, customer, employee, atonement and justice. This book is about how service managers could apply those recovery strategies to retain their customer for life-time profit and other benefits.

Introduction Overview ot the baning sector Customer retention in service organisations and measurement The service failures in the retail banking The relationship between recovery strategies and customer retention The theory of service recovery and customer retention The theoretical framework Research in customer retention The contribution towards services industry

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