Topic 2

J.D. Power and Associates (www.jdpower.com) is a well-known research company specializing in the measurement of product quality and customer satisfaction. Explore their website to look at their customer satisfaction ratings for a number of industries. How do their ratings for a service such as a health club compare to the measures of expectations and performance for a hypothetical health club in Exhibit 10.9? Most of all, what is the role of customer satisfaction in driving customer’s loyalty, commitment, trust and improving the overall quality of relationship between the company and the customer?

450 – 500 words minimum for each Topic. Two (2) references are required beyond the text book. Be sure to cite and source in APA format.

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