Customer satisfaction and firm performance: insights from over a quarter century of empirical research
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DOI: 10.1007/s11747-019-00657-7
Abstract: Emphasizing customer satisfaction as a strategic lever for enhancing business performance is a widespread business practice. However, just over 25 years of empirical studies by academic researchers has produced evidence that is sometimes contradictory. Hence, greater… read more here.
Keywords: performance; satisfaction; satisfaction firm; firm performance ... See more keywords