Marketing Science 2005
Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction
Abstract
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:...
- DOI
- 10.5555/2882626.2882629
- Sources
- openalex