background and aims: one of the principles of the quality management systems in organizations is attention to customer centered approach and one of the scales for evaluation of the efficacy of provided services is customer satisfaction. this research aimed to compare satisfaction levels of customers attending primary health care centers in bardsir (with iso certificate) and zarand (without iso ...

In this day and age, customers are regarded as an article of trade. With the growth of Service Marketing, Customer Relationship Management (CRM) advanced and became popular in India. CRM became crucial to cope up with exceeding competitive global market. (CRM) in a bank bring about important phases such as incorporating the communication tools to meet the needs of customers, referring each cust...

Upselling is a common practice in business that is associated with high profit margin. Yet empirical evidence suggests that upselling is negatively correlated with customer satisfaction. In this paper, we study the relationship between upselling and customer satisfaction in the framework of sales agents’ incentive. On the one hand, sales representatives are motivated to upsell by the monetary i...