Managing retention in service relationships

Sam Aflaki; Ioana Popescu

Year of publication:	2012 ; 2. rev. vers. of 2011/80/DS
Authors:	Aflaki, Sam ; Popescu, Ioana
Publisher:	Fontainebleau : INSEAD
Subject:	Dienstleistungsmanagement \| Service management \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsqualität \| Service quality \| Flexibilität \| Flexibility \| Kundenwert \| Customer value

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