For a competitive edge in services, invest in the right people and processes

Steve Jobs can teach us a thing or two about customer loyalty. Though Apple products have sometimes fallen short of expectations, Apple customers think nothing of standing in line for hours just to get their hands on the company's latest. According to Valarie Zeithaml, a David S Van Pelt Family...

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Bibliographic Details
Main Author: Singapore Management University
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2011
Subjects:
Online Access:https://ink.library.smu.edu.sg/pers/322
https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1329&context=pers
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Institution: Singapore Management University
Language: English
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Summary:Steve Jobs can teach us a thing or two about customer loyalty. Though Apple products have sometimes fallen short of expectations, Apple customers think nothing of standing in line for hours just to get their hands on the company's latest. According to Valarie Zeithaml, a David S Van Pelt Family distinguished professor of marketing at the University of North Carolina, recent financials show that Apple is achieving US$4,406 per annum sales per square foot – far higher than brands such as the US$3,000 per annum sales per square foot of premier global jeweller Tiffany and US$1,700 per annum sales per square foot of leading luxury lifestyle handbags and accessories brand Coach.