1. Customer Satisfaction
... lies at the heart of the marketing concept (Kohli & Jaworski 1990, Narver & Slater 1990). Similarly, marketing's link to profitability is stressed in the definitions of marketing offered by the Chartered Institute of Marketing and the American Marketing Association. However, attention in the marketing literature has instead been focused on other customer-level variables than customer profitability which a) provide ... than to attract new customers, and it is commonly assumed that customer satisfaction serves as a particularly important antecedent of customer retention and thus long-term...
- Word Count: 5961
- Approx Pages: 24
- Has Bibliography
- Grade Level: Undergraduate