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Loyalty and positive word-of-mouth: patients and hospital personnel as advocates of a customer-centric health care organization

Author(s): Ferguson RJ; Paulin M; Leiriao E;

The ability to attract and retain loyal customers depends on the successful implementation of a customer-centric strategy. Customer loyalty is an attitude about an organization and its' services that is manifested by intentions and behaviors of re-patronization and recommendation. In the context of many medical services, loyalty through repeat patroni ...

Article GUID: 18681199


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