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Research papers

Linking customer satisfaction to loyalty and performance

Satisfied customers and customer retention should be one of the highest priorities of any business enterprise. Many companies are using some form of customer satisfaction measurement, but most companies do not have methods to put the customer...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'
Authors: Kai Kristensen, Anne Martensen
November 1, 1996