Terpstra, Maarten; Kuijlen, Ton; Sijtsma, Klaas - In: The Service Industries Journal 32 (2011) 13, pp. 2129-2143
It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time <italic>t</italic> = 0 and CR at time <italic>t</italic> 0. We developed a statistical model...
