Mittal, Vikas; Anderson, Eugene W.; Sayrak, Akin; … - In: Marketing Science 24 (2005) 4, pp. 544-555
This paper draws on the quality profitability emphasis framework of Rust, Moorman, and Dickson (2002) (Rust, Roland T., Christine Moorman, Peter R. Dickson. 2002. Getting returns from service quality: Revenue expansion, cost reduction, or both. (October) 7–24.) to examine the association...
