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Essays On Marketing & Consumer Behavior
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Keki Bhote/Beyond Customer Satisfaction to Customer Loyalty
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A 10 page analysis of Bhote's new theories on how American business can achieve long lasting success. Bhote's book argues against the popular notion that if a company adheres to high quality standards, sales will take care of themselves and says that this contains an inherent fallacy-- namely, that customer satisfaction is not the same thing as customer loyalty. No additional sources cited.
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