Customer Service & Loyalty. Dr. Mark Rosenbaum University of Hawaii. Satisfaction. Customer Delight. To meet or to exceed expectations Precursor to loyalty. Loyalty. Commitment Despite situational forces that encourage switching behaviors. Steps to satisfaction. Answer your phone
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Dr. Mark Rosenbaum
University of Hawaii
a. Reliability--ability to perform the promised service dependably and accurately.
b.Tangibles--appearance of physical facilities, equipment and personnel.
c.Responsiveness--willingness to help customers and to provide prompt service
d.Assurance--knowledge and courtesy of employees and their ability to inspire trust and confidence.
e.Empathy--caring individualized attention the form provides its customers
Students should realize that a balance sheet without rations is like a house without a roof—it’s not complete and I wouldn’t want to live in it on a cloudy day.