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This point will be based upon Ahmad, Roentgen. and you can Buttle, F. (2001). Customer storage: a probably effective business government approach. Diary out-of Strategic Selling, 9, 29–forty-five.
Ahmad, R. and you will Buttle, F. (2002). Consumer maintenance administration: a representation to the concept and exercise. Deals Cleverness and you will Think, 20(3), 149–161.
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An energetic model of the size of brand new owner’s experience of a continuous provider: the fresh new character away from satisfaction
Based on Reichheld, F. F. and you can Sasser, W. Age. Jr (1990). No defections: high quality concerns services. Harvard Providers Review, Sept–October, 105–111; Reichheld, F. F. (1996). New loyalty impact. Boston, MA: Harvard Business School Force.
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