REC101 Lecture Notes - Lecture 6: Goodlife Fitness

• School: University of Waterloo
• Department: Recreation and Leisure Studies
• Course: REC101
• Professor: Luke Potwarka

Document Summary

Custo(cid:373)er relatio(cid:374)ships a(cid:374)d loyalty: service quality focus on exploring service customer relationships, dependent on organizational ability to deliver consistent loyalty, want to build loyalty focus on quality! Need to develop a plan, need to get it right the first time and all the time. Being nice to people is only 20% of good service. Need to examine every step in delivering service to find where errors or variation might. Important part is designing systems that allow you to do the job right the first time occur. Satisfaction of client: based on expectation confirmation (meet customer expectations outcome and process, goal should be to succeed, clients will be satisfied if we deliver. Establish long term relationships with client: emotional connections/ties to service, behavioural buying/participation behaviour profit, behavioural loyalty, people keep coming back because of positive encounters, want them to feel apart of our culture.