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Service Relationships: The Impact of Service Providers on Customers

In: The Service Providers

Author

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  • Dana Yagil

Abstract

Customer satisfaction and evaluation of service quality have a strong positive effect on customer loyalty intentions as well as on their willingness to speak highly of the organization to others. This in turn influences the organization’s ability to retain current customers and attract new ones,1,2,3 thereby increasing overall profitability.4 Customer outcomes are thus good measure of the viability and success of an organization.5

Suggested Citation

  • Dana Yagil, 2008. "Service Relationships: The Impact of Service Providers on Customers," Palgrave Macmillan Books, in: The Service Providers, chapter 8, pages 166-185, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-58267-5_9
    DOI: 10.1057/9780230582675_9
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