What Are Your Customers Saying About you?
MetadataShow full item record
The article presents a research which examines the relationship marketing based on the three dimensions of customer satisfaction, brand loyalty, and compliant behavior. Literatures related to the aspects of relationship marketing such as customer confidence and conflict handling and the demographics variables of ethnicity and income are presented. The researchers utilized the empirical method with integrated model to analyze relationship marketing with the variables. Results of the study indicate significant association of conflict handling and communication with customer loyalty and the positive contribution of the three dimensions to costumer satisfaction. Also noted is the need for the marketers to build customer relationship based on trust and competence.
Copyright 2010 American Marketing Association. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Marketing not elsewhere classified