Achieving Customer Retention: Emphasizing Strategic Operations on Quality Service and Maximizing Value

Abstract

In today's competitive business landscape, organizations recognize the importance of service quality, value maximization, and customer retention. Strategic operations play a vital role in achieving these goals. By aligning operational strategies with customer-centric objectives, organizations can enhance service quality and maximize customer value, thereby fostering strong customer relationships and increasing customer retention rates. For the purpose to investigate these concepts a qualitative study was conducted in order to explore the relationship of each construct defined in prior literature, journals, articles, books and academic publications. There are sufficient resources available to determine how strategic operations affect service quality, and by maximizing value, there is increased capacity for customer retention. Further, this study examines the impact of strategic operations on service quality and value maximization. It explores theoretical frameworks that shed light on how operational strategies influence service quality outcomes. The study emphasizes the significance of factors such as process design, technology adoption, quality management systems, employee training, and customer-centricity in improving service quality and creating value for customers.