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Research papers

Delight or defection

Despite clear demands for better service, customers report almost no improvement in the last decade. Why?Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because...

Catalogue: Automotive 2008
Authors: Charles Kirk, Jorg Hohnery
Company: Maritz Research
March 3, 2008
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Citation

Kirk and Hohnery (2008a, March 03). Delight or defection. ANA - ESOMAR. Retrieved November 30, 2023, from


https://ana.esomar.org/documents/delight-or-defection