In general,customers who are satisfied with a service organization's products do not necessarily form strong relations with the service organization itself.
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Q7: Service organizations that use customer relationship management
Q8: There is not a strong link between
Q9: Customers tend to evaluate physical goods and
Q10: Loyal customers are cheaper to serve.
Q11: It is in a service organization's best
Q13: The key to customer loyalty is to
Q14: Service quality is defined in the same
Q15: The value of the customer to the
Q16: Managers find it relatively easy to maintain
Q17: Research has demonstrated that quality has a
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