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Customer satisfaction and loyalty in B2B services : directions for future research
Naumann, Earl; Williams, Paul R.; Khan, M. Sajid - In: The marketing review 9 (2009) 4, pp. 319-333
Persistent link: https://www.econbiz.de/10003916455
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Understanding the causes of defection among satisfied B2B service customers
Naumann, Earl; Haverila, Matti; Khan, M. Sajid; … - In: Journal of marketing management : MM 26 (2010) 9/10, pp. 878-900
Persistent link: https://www.econbiz.de/10008664032
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Customer dissatisfaction and defection : the hidden costs of downsizing
Williams, Paul; Khan, M. Sajid; Naumann, Earl - In: Industrial marketing management : the international … 40 (2011) 3, pp. 405-413
Persistent link: https://www.econbiz.de/10008991582
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Customer attitudes of stayers and defectors in B2B services : are they really different?
Williams, Paul; Khan, M. Sajid; Ashill, Nicholas J.; … - In: Industrial marketing management : the international … 40 (2011) 5, pp. 805-815
Persistent link: https://www.econbiz.de/10009273996
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Relationship quality and satisfaction : customer-perceived success factors for on-time projects
Williams, Paul; Ashill, Nicholas J.; Naumann, Earl; … - In: International journal of project management : the … 33 (2015) 8, pp. 1836-1850
Persistent link: https://www.econbiz.de/10011410808