Assessing the Service-Profit Chain - To manage profitability, firms must carefully implement the service-profit chain.
| Year of publication: |
2002
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| Authors: | Kamakura, Wagner A. ; Mittal, Vikas ; Rosa, Fernando de ; Afonso Mazzon, José |
| Published in: |
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences. - Hanover, Md : INFORMS, ISSN 0732-2399, ZDB-ID 883054x. - Vol. 21.2002, 3, p. 294-317
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