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Customer dissatisfaction and defection: The hidden costs of downsizing · Study

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ArticleCustomer dissatisfaction and defection: The hidden costs of downsizing

Paul Williams2010

Article2010

Customer dissatisfaction and defection: The hidden costs of downsizing

Paul Williams · Muhammad Sajid Khan · Earl Naumann

31 citations·0/0 files stored·Industrial Marketing Management

No readable copy stored yet — this record is metadata only.

Organizational Downsizing and Restructuring Customer Service Quality and Loyalty Customer churn and segmentation

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 31 citations exist upstream.

References

1994Research Design: Qualitative, Quantitative, and Mixed Methods Approaches 1985A Conceptual Model of Service Quality and Its Implications for Future Research 2003Research design: qualitative, quantitative, and mixed methods approaches 2003Evolving to a New Dominant Logic for Marketing 1996The Behavioral Consequences of Service Quality 1990Practical Research: Planning and Design 1999Whence Consumer Loyalty?1996The American Customer Satisfaction Index: Nature, Purpose, and Findings

Details

Year2010

Typearticle

Published2010-05-21

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations31

Files0 public / 0

ShelfOrganizational Downsizing and Restructuring

Identifiers

doi10.1016/j.indmarman.2010.04.007

openalex_workW1968069164

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