Making promises: the power of engagement

Article Abstract:

Promise making in marketing strategies may be done through addressing internal and external factors such as measuring expectations in market segments, establishing service norms, internal marketing, interactive marketing and external marketing. Promises not kept should also be dealt of properly by offering an apology and offering to correct the problem and compensate for the damages.

Customer Relations, Analysis, Marketing, Business ethics, Promises

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Services quality and satisfaction: the process of people doing things together

Article Abstract:

Ethnographic methods were shown to be effective in evaluating customer-provider relationship with its symbolic interaction capabilities that contextualizes the behavior of customers, as well as the consumption activity within the social context of the service provision. The technique considers the social influences and processes in consumer experience of quality and satisfaction.

Research, Usage, Product quality, Customer satisfaction, Ethnology, Cultural anthropology

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