BOOK EXCERPT - Debunking the Myths - In their new book, Loyalty Myths, the authors set out to refute common beliefs about customer retention. In this edited excerpt, they address the myths associated with the connection between employees and customer satisfaction.
| Year of publication: |
2005
|
|---|---|
| Authors: | Keiningham, Timothy L. ; Vavra, Terry G. ; Aksoy, Lerzan ; Wallard, Henri |
| Published in: |
Sales & marketing management. - New York, NY : Sales & Marketing Management, ISSN 0163-7517, ZDB-ID 1995327. - Vol. 157.2005, 11, p. 55-58
|