CUSTOMER DELIGHT AND THE BOTTOM LINE - When Roche Diagnostics adopted a strategy to move customers beyond satisfaction and market share, profitability soared.
| Year of publication: |
1999
|
|---|---|
| Authors: | Keiningham, Timothy L. ; Goddard, Melinda K.M. ; Vavra, Terry G. ; Iaci, Andrew J. |
| Published in: |
Marketing management : a quarterly business management publication of the American Marketing Association. - Chicago, Ill : AMA, ISSN 1061-3846, ZDB-ID 12018028. - Vol. 8.1999, 3, p. 57-63
|