Customer satisfaction: Cost driver or value driver?...

European Management Journal 2014 / 06 Vol. 32; Iss. 3

Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry

Terpstra, Maarten, Verbeeten, Frank H.M.
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Volume:
32
Language:
english
Journal:
European Management Journal
DOI:
10.1016/j.emj.2013.07.001
Date:
June, 2014
File:
PDF, 640 KB
english, 2014
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