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Mittal et al., 2010 - Google Patents

Customer satisfaction: a strategic review and guidelines for managers

Mittal et al., 2010

View PDF
Document ID
9687454080218006017
Author
Mittal V
Frennea C
Publication year
Publication venue
MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA

External Links

Snippet

Superior customer satisfaction provides a clear strategic advantage and an inimitable resource for a firm—particularly in today's complex and often uncertain markets. Two decades of academic research have quantified the impact of customer satisfaction on a …
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