1992
DOI: 10.1108/09544789210034716
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Channelling customer loyalty

Abstract: Describes how focusing on total product quality (TPQ) can provide a new form of competitive differentiation, bearing in mind the move towards product parity. Considers that the role of marketing is vitally important in building TPQ, as a good quality product can be so easily let down by poor Service quality. States that service should be used to sell products in the marketplace and create added value for the customer.

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“…In the literature, some studies examine the consumer-brand relationship from a positive perspective. Some of these examined loyalties (Brooks and Wragg, 1992;Gommans et al, 2001); brand love (Wallace et al, 2021;Moussa, 2021); trust towards the brand (Sung & Kim, 2010). However, there are also relatively few studies that examine negative feelings towards a brand.…”
Section: Extended Abstractmentioning
confidence: 99%
“…In the literature, some studies examine the consumer-brand relationship from a positive perspective. Some of these examined loyalties (Brooks and Wragg, 1992;Gommans et al, 2001); brand love (Wallace et al, 2021;Moussa, 2021); trust towards the brand (Sung & Kim, 2010). However, there are also relatively few studies that examine negative feelings towards a brand.…”
Section: Extended Abstractmentioning
confidence: 99%