The importance of customer satisfaction in service organisations

Explain the importance of customer satisfaction in service organisations The aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. J. Heskett's "service-profit chain" model has been used in order to understand the relationships between profitability of a service organisation with customer satisfaction and loyalty and the outcomes of this relationship. …

…F. Piercy, Customer Satisfaction and the internal market: Marketing our customers to our employees, Journal of Marketing Practice: Applied Marketing Science; Volume 1 No. 1; 1995. 8."The satisfaction and retention of front line employees", R. T. Rust, G. L. Stewart, H. Miller, D. Pielack, International Journal of Service Industry Management, 1996. WEB SITES 1.http://www.singaporeair.com/saa/app/saa 2.http://search.global.epnet.com/athens.asp 3.http://www.emeraldinsight.com/athens.htm 4.http://web.lexis-nexis.com/xchange-international/athens