Analysing the level of satisfaction with the services provided by a clinic. From the perspective of clients who underwent breast augmentation in 2011/12

      Аннотация: This book is based on research carried out at a plastic surgery clinic located in the Mucuri Valley. It is a quantitative survey, based on questionnaires applied to patients who underwent breast augmentation surgery between January 2011 and July 2012. Its overall aim was to assess customer perceptions of satisfaction with service provision. The results show this perception and the need for the company studied to further structure its organisational culture geared towards customer relations.

Ключевые слова: satisfaction, service quality in clinics, Relationship Marketing, Consumer behaviour