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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Promoting Service Quality and Customer Satisfaction in Global Business

Promoting Service Quality and Customer Satisfaction in Global Business
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Author(s): Kijpokin Kasemsap (Suan Sunandha Rajabhat University, Thailand)
Copyright: 2020
Pages: 30
Source title: Foreign Direct Investments: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-7998-2448-0.ch042

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Abstract

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

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