Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry

Maarten Terpstra, Frank H.M. Verbeeten
  • European Management Journal, June 2014, Elsevier
  • DOI: 10.1016/j.emj.2013.07.001

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http://dx.doi.org/10.1016/j.emj.2013.07.001

The following have contributed to this page: Frank H.M. Verbeeten