Customer satisfaction, customer retention, and market share

Journal of Retailing - Tập 69 Số 2 - Trang 193-215 - 1993
Roland T. Rust1, Anthony J. Zahorik2
1Director, Center for Services Marketing Owen Graduate School of Management Vanderbilt University Nashville, Tennessee, USA
2Assistant Professor of Marketing Owen Graduate School of Management Vanderbilt University Nashville, Tennessee, USA

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Từ khóa


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