200 words

As discussed in class when covering customer satisfaction (week of November 22), for a given company the relationship between customer satisfaction and customer loyalty depends on the type of industry the company belongs to. In the tourism industry, what do you think this relationship is going to be like, and why? To answer this question, you need to look and understand the graph shown in class, on page 6 of the slides about customer satisfaction (L. "Communicating with Customers") 79 words How the Competitive Environment Affects the Satisfaction-Loyalty Curve MYTH #1 DEBUNKED: High-speed internet airlines hospitals Main goal is long-term performance, not customer satisfaction LOYALTY smartmones automobiles Research shows that customer loyalty is the most important driver of long-term performance SATISFACTION Third Quarter Satisfaction Index The 4's and the 5's: quite different, in terms of customer loyalty