What is Customer Loyality Literature review Example | Topics and Well Written Essays - words

 

customer loyalty literature review

Aug 26,  · A literature review is a survey of scholarly sources (such as books, journal articles, and theses) on a particular topic. It gives an overview of key findings, concepts and developments in relation to a research problem or question. A good literature review doesn’t just summarize sources — it aims to. Analyze, interpret and critically evaluate the literature. Kumar ). That is, the literature indicates that customer satisfaction, also viewed as a customer mindset or attitude, leads to customer loyalty, regarded as a customer behavior. This association, if sustained, will lead to firms’ product-marketplace performance and. of Customer Satisfaction &Loyalty in Retail Banking the researcher has scanned the available literature and would concentrate here on the important studies and publications in this field. Some of the objectives of the literature review for this research are to ensure: 1. No important variable should be left. 2.


Review Of Literature On Customer Satisfaction In Telecommunications


The literature review is the segment which deals with the assessment of the past and proposed theories given in respect of the given topic. The review here will deal with and Help in academic theories proposed for the effective customer management and customer retention by the retail stores in Australia. The proposed theories will help the researcher to understand the factors that influence the customer loyalty, customer retention and customer satisfaction level in the different retail stores of Australia, customer loyalty literature review.

The chapter concerns the critical analysis of the relevant theories so as to help the researcher to apply the relevant facts of the theories in the present scenario and increase the customer satisfaction levels in the literature review. The CRM is the technique that combines all aspects of the interaction of the company management along with the customers. Hence it helps to provide better customer service. The revenue of the company also increases if the customers are satisfied with the company.

The marketing of the company is also based on the customer relationship management. The customer loyalty theories are based on the social and the experimental psychology theories. According to Ireland and Sextonthe customer loyalty towards the service or the product is generally of three types namely emotionally loyal, attitudinally loyal and behavioural loyal, customer loyalty literature review.

The emotionally loyal customers will not take into regard any negative customer loyalty literature review in the service or the product quality, customer loyalty literature review.

Burtonshaw and Gunnstates that these types of customers are emotionally connected with the company and are hence taken to remain loyal for the rest of their life irrespective of any defects in the service or the product of the company. However, Morris et al. Hence the retention of these types of customers will be fluctuating for the company.

Customer loyalty literature review retention of these types of customers depends upon the tenure of the relation of the customer with the company. According to Barneyvarious companies along with different retail shops have introduced the concept of loyalty cards to measure the number of visits of the customers. These programmes have helped both the customers as well as the companies to increase their customer relationship base.

The loyalty cards provide discounts and points to the customers on their each purchase and the record of the visit and the amount of purchase is recorded by the companies to keep a track of the type of customer engagement Morris et al. According to Burtonshaw and Gunnthe literature review and customer grievances comes in form of the complaints, customer loyalty literature review.

In simple words, customer loyalty literature review complaint is an expression of dissatisfaction made by the customer when the fulfilment of the customer loyalty literature review does not occur.

The complaints are a form of blessing for the companies because the effective management of the grievances by a company ensures that the company is trying to improve the level of the service or customer loyalty literature review product and the retention capability of the company to retain the loyal customers increase.

The major customer grievances are a result of the following factors namely the poor communication between the assignment service provider and the customer, lack of adequate information from both the concerned parties, poor customer service, overpricing of goods and services and delivery of wrong information provided in the literature review. According to Barneyeffective management of customer grievances will help the companies to reduce the number of service failures, gain a competitive advantage over the competitor firms and most importantly retain the customer base and create a loyal customer base, customer loyalty literature review.

Rhyneadds that the creation of loyal customer base will not only help the company to generate revenue but also help the company to understand the demand of the goods and the services. According to Matthias and Timothyif a customer is complaining about some service or product then it is chance to the company to retain that particular customer.

However Burtonshaw and Gunnare of the opinion that the companies are at times least bothered about increasing the effective management of the customer grievances. In this respect the companies must conduct extensive market research before launching a new product and understand the expectations for the customers regarding the product, customer loyalty literature review. Accordingly the company can set the benchmark and on attaining the benchmark the company will be able to satisfy the customers.

According to the TQM is the process of managing all the parts of the business effectively. It is a long term process of managing the customer base so as to achieve customer satisfaction.

The main focus of the manufacturing process and the service delivery process generally remains upon the quality control. According to Rhynethe most effective way to satisfy the customers is to control the quality of the product or the service delivery for a company. The main features of this system are:. However, the study by MacMillan and Venkataramanshowed that to achieve the complete customer satisfaction one organization must deploy TQM techniques in Strategic Planning, Workforce development, Operation management, customer development and in knowledge management.

The same study reviled that to achieve the optimum customer satisfaction it is very much important to deploy the TQM in all the sections otherwise the entire business delivery process may get disrupted due to the part-wise implementation of the system.

The major advantage of this system is that it helps one organization to provide the quality in accordance with the customer demand. But the major issue within this system is that it is not always very customer loyalty literature review feasible to develop a product or a service delivery mechanism taking only the customer view point.

The latest development of this system has been done through the implementation of the lean system and the six-sigma process. According to Matthias and Timothythe TQM is an advantageous tool for the management because the company by using the TQM can strengthen the competitive position, increase the productivity and also increase customer loyalty.

The companies with the help of this model try to understand the expectation that the customers have the services and the products that are delivered to them. The gap model helps the companies to analyse the gap which is present between the expectation and the actual service that is received. Hence it is the duty of the business to analyse the expectations of the customers.

A business can benefit from the gap model because the model will provide various situations for the scope of improvement of the services of the customers. According to Rhyne,to reduce this gap between the service quality and the expectation of the customers the companies should set a bench mark for the service to be provided, customer loyalty literature review. The achievement of that standard will help the companies to reach the expectation level of the customers. Moreover, customer loyalty literature review, Matthias and Timothyis of the opinion that customer loyalty literature review five important factors that the service providers should take a note to while determining the service quality are namely the Reliability, responsiveness, customer loyalty literature review, assurance, empathy and tangibility.

This part of the chapter gives a brief description of the customer loyalty literature review proposed theories relating to the customer loyalty and management assignment help, customer loyalty literature review. This chapter will help the researcher to evaluate the results of the research thus conducted with the application of these theories.

Introduction The literature review is the segment which deals with the assessment of the past and proposed theories given in respect of the given topic. Customer loyalty literature review 1: Customer loyalty model Source: Barney,pp 1. The development and the keeping the uniformity of the quality for longer times is the sole responsibility of the top management.

The organizational Justice should practice the quality development as a continuous process. Conclusion This part of the chapter gives a brief description of the various proposed theories relating to the customer loyalty and management assignment help.

 

Literature Review On Customer Management And Customer Retention

 

customer loyalty literature review

 

review of literature for the topic customer loyalty from to Customer loyalty literature review example. Posted on April Easy steps to solving a math problem do you need a business plan to start a business account dissertation topic ideas romeo and juliet love tebneriffas.tk 19, · For student researchers, review articles provide a great overview of the exisiting. of Customer Satisfaction &Loyalty in Retail Banking the researcher has scanned the available literature and would concentrate here on the important studies and publications in this field. Some of the objectives of the literature review for this research are to ensure: 1. No important variable should be left. 2. Chapter 2 Literature Review Related Researches of the Consumers’ Loyalty and Influence Factors (1) Consumer’s Loyalty Customer loyalty is usually defined as a customer’s intention or actual behavior to repeatedly purchase certain products or services. Indeed, the costs of attracting a.