The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet
| Year of publication: |
2007
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|---|---|
| Authors: | Keiningham, Timothy L. ; Cooil, Bruce ; Aksoy, Lerzan ; Andreassen, Tor W. ; Weiner, Jay |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 12163971. - Vol. 17.2007, 4, p. 361-384
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