..., communication skills, convincing skills, interpersonal skills, knowledge management, grievance handling, organisation's culture development, service climate, adaptive behaviour, customer retention skills, customer profiling, trust and commitment, and suitability of employees. The results claimed...

... rights only Benchmarking Customer satisfaction Educational services Customer retention Service industry Quality dimensions In that context, Camp (1989) points out that benchmarking is a method that can help companies achieve higher levels of services provided to customers. Also...