From customer satisfaction to profitability
Author:
Publisher
Informa UK Limited
Subject
Marketing,Strategy and Management
Link
http://www.tandfonline.com/doi/pdf/10.1080/09652540010003663
Reference18 articles.
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3. Drake, C., Gwynne, A. and Waite, N. (1998) Barclays Life Customer Satisfaction and Loyalty Tracking Survey: a demonstration of customer loyalty research in practice. International Journal of Bank Marketing 16, 287-92.
4. Eccles, R.G. and Pyburn, P.J. (1992) Creating a comprehensive system to meausre performance. Management Accounting October, 41-4.
5. Fornell, C. (1992) A national customer satisfaction barometer: the Swedish experience. Journal of Marketing 56, 1-21.
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