publication . Other literature type . Conference object . 2012

Some insights for a Relationship Marketing Model integrating SERVQUAL and Customer Loyalty in dental clinics

Vargas Perez, Ana Maria; Grijalvo Martin, Maria Mercedes; Mercado Idoeta, Carmelo;
English
  • Published: 01 Jan 2012
  • Publisher: Unpublished
  • Country: Spain
Abstract
The demand of new services, the emergence of new business models, insufficient innovation, underestimation of customer loyalty and reluctance to adopt new management are evidence of the deficiencies and the lack of research about the relations between patients and dental clinics. In this article we propose the structure of a model of Relationship Marketing (RM) in the dental clinic that integrates information from SERVQUAL, Customer Loyalty (CL) and activities of RM and combines the vision of dentist and patient. The first pilot study on dentists showed that: they recognize the value of maintaining better patients however they don't perform RM actions to retain ...
Subjects
free text keywords: Empresa
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Archivo Digital UPM
Conference object . 2012
ResearchGate
Other literature type . 2012
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publication . Other literature type . Conference object . 2012

Some insights for a Relationship Marketing Model integrating SERVQUAL and Customer Loyalty in dental clinics

Vargas Perez, Ana Maria; Grijalvo Martin, Maria Mercedes; Mercado Idoeta, Carmelo;