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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value
0 references·16 citing·56 second hopsampled
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  • 2006The role of social presence in establishing loyalty in e-Service environments704 cited
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  • 2004Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors660 cited

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  • 2007The relationship between ‘high-performance work practices’ and employee attitudes: an investigation of additive and interaction effects640 cited
  • 2006Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ618 cited
  • 2004Customer value: a review of recent literature and an integrative configuration590 cited