Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services
Year of publication: |
1997
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Authors: | Anderson, Eugene W. ; Fornell, Claes ; Rust, Roland T. |
Published in: |
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences. - Hanover, Md : INFORMS, ISSN 0732-2399, ZDB-ID 883054x. - Vol. 16.1997, 2, p. 129-145
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