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The high price of customer satisfaction
Keiningham, Timothy; Gupta, Sunil; Aksoy, Lerzan; … - In: MIT sloan management review 55 (2013/14) 3, pp. 37-46
Persistent link: https://www.econbiz.de/10010354231
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IN PRACTICE - Managing Through Rose-Colored Glasses - Most managers will tend to believe the "facts" that fit their views, even when faced with conflicting information or outright...
Keiningham, Timothy L.; Vavra, Terry G.; Aksoy, Lerzan - In: MIT sloan management review 48 (2006) 1, pp. 15-18
Persistent link: https://www.econbiz.de/10007304867
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STRATEGY - Linking Customer Loyalty to Growth - In recent years, researchers have created a number of metrics to explain the connections between customer behavior and growth. But u...
Keiningham, Timothy L.; Aksoy, Lerzan; Cooil, Bruce; … - In: MIT sloan management review 49 (2008) 4, pp. 51-57
Persistent link: https://www.econbiz.de/10008080004