Author(s) :

KENNY WONG SIEW MING, LAI VING KAM.

Volume/Issue :

Abstract :

Customer services and the abilities to satisfy the competitive market profitably and matching changing customer expectation are the challenges that every marketer has to face. Customer service satisfaction (CSS) is the best indicator of how likely a customer will make a repetitive purchase in the near future. The study examines how a half century old printing firm achieves its breakthrough in customer service satisfaction in attracting and retaining customer comfortably.

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