... customer who affects the bottom line measures of success, namely profits. In order to analyse the title statement and ascertain outcomes and conclusions this paper will examine both classical and modern day literature making reference to how the areas of service quality, satisfaction and customer retention have been focused upon in academia. This paper shall endeavor to highlight any relevance links between these areas of business whilst answering the question of the statements validity in modern-day business. Breaking down the title quote will allow us to compare and contrast past literature on the subject and how they relate to each other. 2. Service Quality Berry et al (1988) defines service quality: "Service quality can often make the difference between a business's success and failure" and "Quality is conformance to customer specifications; it is the customer's definition of quality, not management's that counts." These quotes put in context the importance of service quality and ...

See this essay or coursework document in full right now