Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...

The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all...

The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...