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...
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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Notes
History