Review paper
Value, satisfaction, loyalty and retention in professional services
Abstract
Purpose The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention. Design/methodology/approach A survey is conducted among professional service providers in the Tampa Bay, Florida (USA) Metropolitan Statistical Area, which includes attorneys, financial professionals, physicians, dentists and private investigators. Findings There is a highly...
Paper Details
Title
Value, satisfaction, loyalty and retention in professional services
Published Date
Jul 31, 2009
Volume
27
Issue
5
Pages
615 - 632
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