Customer Satisfaction, Market Share, and Profitability: Findings from Sweden:
作者： Eugene W. Anderson , Claes Fornell , Donald R. Lehmann
DOI: 10.1177/002224299405800304
关键词: Profitability index 、 Market share 、 Economic benefits 、 Customer profitability 、 Experiential quality 、 Quality (business) 、 Customer satisfaction 、 Marketing 、 Business 、 Service–profit chain
摘要: … might lead to lower customer satisfaction and provide … Finally, we present the findings and discuss their implications… Uncertainty also can arise if it is difficult for customers to predict what …
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