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Strategical Satisfaction Management

In: Marketing Luxury Services

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  • Miguel Angelo Hemzo

    (Universidade de São Paulo)

Abstract

In this chapter we discuss the relationships between productivity, quality, satisfaction, fidelity, and loyalty, all concepts very important to retain the best clients and maintain profitable long‐term relationships. We discuss how to attain productivity with quality, how to define quality from the consumer viewpoint, understanding expectations, experiences and satisfaction, managing complaints: listening, solving, and learningLearning, consolidating long‐term brand–client relationships, attaining fidelity and loyalty.

Suggested Citation

  • Miguel Angelo Hemzo, 2023. "Strategical Satisfaction Management," Springer Books, in: Marketing Luxury Services, chapter 0, pages 189-202, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-86073-8_15
    DOI: 10.1007/978-3-030-86073-8_15
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