High service quality drives customer satisfaction

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Do you agree with that? High service quality drives customer satisfaction, repeat business, strong brand affinity, and positive word-of-mouth referrals. Conversely, poor service quality leads to dissatisfaction and customer loss. Customer service serves as the mechanism through which service quality is realized, addressing issues swiftly, personalizing interactions, and demonstrating genuine care to enhance satisfaction and loyalty. Judgments of service quality often depend on the "gap" between customer expectations and perceptions of service performance (Rust, 1994).

Reference no: EM133826764

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