Lervik Olsen, Line; Witell, Lars; Gustafsson, Anders - In: Journal of Service Management 25 (2014) 4, pp. 556-571
understand the process and, as a consequence, the phases of customer orientation; to investigate the relationships between the … different phases of customer orientation and customer satisfaction; and to examine activities in the different phases of … customer orientation that result in higher customer satisfaction. Design/methodology/approach – This study, combining …
