2008•Economic & Trade UpdateRequires access

On the interaction betweencustomer satisfaction and customer loyalty to marketing practice.

Li Li

Abstract

The customer is thel premise and the foundation to enterprise survival.Customer satisfaction is the psychology reaction between customer expectation and the customer sensation value,while the customer loyalty displays in the behavior.How to deal with the relationship between customer satisfaction and customer loyalty has the important enlightenment to modern marking practice.

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Key concepts: Customer delight, Customer retention, Customer satisfaction, Customer advocacy, Loyalty business model, Marketing, Business, Customer equity