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A Customer Service Design Case Study: Insights on Customer Loyalty in the Brazilian Food Sector

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  • Florencio de Almeida, Ione Lucia
  • Florencio de Almeida, Luciana

Abstract

Marketing managers of local and international food companies have realized that what they offer to customers go well beyond the characteristics and attributes of the products their companies manufacture and market. Service has become an integral part of the offer (Grönroos, 1993); a high service quality improves the company competitiveness, builds customer trust, supports the company brand and other product attributes (Berry & Parasuraman, 1991, p. 12). This paper seeks to investigate whether customer care service perceived quality in the food sector is truly relevant to customer satisfaction and loyalty.

Suggested Citation

  • Florencio de Almeida, Ione Lucia & Florencio de Almeida, Luciana, 2007. "A Customer Service Design Case Study: Insights on Customer Loyalty in the Brazilian Food Sector," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 10(3), pages 1-17.
    • Handle: RePEc:ags:ifaamr:44899
    DOI: 10.22004/ag.econ.44899
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    References listed on IDEAS

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    1. Noah Gans, 2002. "Customer Loyalty and Supplier Quality Competition," Management Science, INFORMS, vol. 48(2), pages 207-221, February.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
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