2013•European Management JournalRequires access

Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry

Maarten Terpstra, Frank H. M. Verbeeten

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Key concepts: Customer satisfaction, Customer retention, Customer profitability, Customer delight, Customer equity, Customer advocacy, Business, Customer to customer

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Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry — Research Paper | ScholarLens