Customer demotion reduces loyalty intentions towards firms and organizations alike. Researchers believe that customer demotion leads to an asymmetric negative impact on customer loyalty intentions. Therefore, in order to tackle such a demotion organizations and employees with an organization should master the usage of what is called of Service Quality Scale (S-QUAL) consisting of 22 items to measure four dimensions: efficiency, system availability, fulfilment, and privacy. Another is called the Recovery Service Quality Scale (RecS-QUAL), consisting of 11 items to measure three dimensions: responsiveness, compensation, and contact.
Learn in this tailor-made course how to win customers and prevent demotion through a series of workshops related to the seven dimensions related to the S-QUAL and RecS-QUAL.
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