Understanding Customer Delight and Outrage - Service businesses can retain customers and achieve profitability by building reciprocal relationships founded on safeguarding and affirming customer security, fairness, and self-esteem
|Year of publication:||
|Authors:||Schneider, Benjamin; Bowen, David E.|
Sloan management review. - Cambridge, Mass. : Alfred P. Sloan School of Management, ISSN 0019-848X, ZDB-ID 2418484. - Vol. 41.1999, 1, p. 35-46
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