Hospitality managers face some of the lowest employee retention rates of any industry, layoffs,THREE ESSAYS ON THE CUSTOMER SATISFACTIONCUSTOMER LOYALTY ASSOCIATION by Han Bae An Abstract Of a thesis submitted in partial fulfillment of the requirements for the Doctor of Philosophy degree in Business Administration in the Graduate College of The University of Iowa July 2012 Thesis Supervisors Associate Professor Lopo L. Rego Customer retention has increasingly become the focus of many companies strategy. Through three case studies of Swedish companies in the transport logistic industry this thesis investigates the extend companies within the service sector can enhance customer retention through customer relationship management.
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