According to Stuart (2006), the key to providing a great performance is so that the service firm can create _____________ the customer.

Question

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Stuart (2006) suggests that creating an emotional bond with the customer is the key to providing a great performance in a service firm. This means that the firm should strive to make a personal connection with the customer, which can lead to a stronger relationship and increased customer loyalty. Creating a memorable experience for the customer may also contribute to building this emotional bond. However, neither financial relationships nor fun experiences are mentioned as key to providing a great performance.

According to Stuart (2006), the Key to Providing a Great