Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction
Abstract
This paper draws on the quality profitability emphasis framework of Rust, Moorman, and Dickson (2002) (Rust, Roland T., Christine Moorman, Peter R. Dickson. 2002. Getting returns from service quality: Revenue expansion, cost reduction, or both. J. Marketing 66 (October) 7-24.) to examine the association between customer satisfaction and long-term financial performance among firms that achieve a dual emphasis (focusing on both revenue-expansion...
Paper Details
Title
Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction
Published Date
Jan 1, 2005
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