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The employee‐customer satisfaction chain in the ECSI model

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References

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1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
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2000When Do Customer Contact Employees Satisfy Customers?257 cited
1999Improving Your Measurement of Customer Satisfaction:146 cited
1998Exploring models for employee satisfactionwith particular reference to a police force60 cited

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