Interpreting the success of Zappos.com, four seasons, and nordstrom : customer centricity is but one-third of the job

Richard E. Kopelman; Andy Y. Chiou; Louis J. Lipani; Zhu Zhu

Year of publication:	2012
Authors:	Kopelman, Richard E. ; Chiou, Andy Y. ; Lipani, Louis J. ; Zhu, Zhu
Published in:	Global business and organizational excellence : a review of research & best practices. - Hoboken, NJ : Wiley, ISSN 1932-2054, ZDB-ID 2272974-4. - Vol. 31.2011/12, 5, p. 20-35
Subject:	Erfolgsfaktor \| Success factor \| Arbeitszufriedenheit \| Job satisfaction \| Kundenzufriedenheit \| Customer satisfaction \| Produktivität \| Productivity

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