ROYALTIES FROM LOYALTIES
Christopher J. Fay
(Vice president of the Juran Institute in Wilton, Connecticut)
311
Abstract
If quality begets customer satisfaction and customer satisfaction begets customer retention, why doesn't customer retention beget customer loyalty—and greater profits? Because loyalty's a fickle thing—and needs proper management to thrive.
Citation
Fay, C.J. (1994), "ROYALTIES FROM LOYALTIES", Journal of Business Strategy, Vol. 15 No. 2, pp. 47-51. https://doi.org/10.1108/eb039626
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited