haku: @author Anderson, E. / yhteensä: 27
viite: 14 / 27
| Tekijä: | Anderson, E. Fornell, C. Lehmann, D. |
| Otsikko: | Customer satisfaction, market share, and profitability: findings from Sweden |
| Lehti: | Journal of Marketing
1994 : JUL, VOL. 58:3, p. 53-66 |
| Asiasana: | CUSTOMERS MARKET SHARE SWEDEN |
| Kieli: | eng |
| Tiivistelmä: | Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations , quality, and price should affect customer satisfaction and why customer satisfaction should affect profitability. |
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