The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet
| Autor: | Keiningham, Timothy L., Cooil, Bruce, Aksoy, Lerzan, Andreassen, Tor W., Weiner, Jay |
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| Zdroj: | Managing Service Quality: An International Journal, 2007, Vol. 17, Issue 4, pp. 361-384. |
| Databáze: | Emerald Insight |
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