顾客满意度、生产率和利润率在产品和服务间的差别
Eugene W.Anderson, Claes Fornell, Roland T.Rust, 刘金兰, 余颖, 康键
Customer Satisfaction, Productivity and Profitability: Their Differences Between Goods and Services
Eugene W.Anderson, Claes Fornell, Roland T.Rust, LIU Jin-Lan, YU Ying, KANG Jian
J4
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2005, (2): 245
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