The effects of satisfaction and loyalty on profits and growth: Products versus services-Reference-Cited by-同舟云学术

The effects of satisfaction and loyalty on profits and growth: Products versus services

Published:2000-09 Issue:7 Volume:11 Page:917-927
ISSN:0954-4127
Container-title:Total Quality Management
language:en
Short-container-title:Total Quality Management

Author:

Edvardsson Bo¹,Johnson Michael D.²,Gustafsson Anders¹,Strandvik Tore³

Affiliation:

1. a Service Research Center , Karlstad University , Karlstad , SE-651 88 , Sweden

2. b University of Michigan Business School , 701 Tappan Street, Ann Arbor , MI , 48109-1234 , USA

3. c Center for Relationship Marketing and Service Management , Swedish School of Economics and Business Administration , Helsinki , Fin 00101 , Finland

Publisher

Informa UK Limited

Subject

General Business, Management and Accounting

Link

https://www.tandfonline.com/doi/pdf/10.1080/09544120050135461

Reference23 articles.

1. Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

2. Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services

3. Quality in new service development: Key concepts and a frame of reference

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