-
1
المؤلفون: Ruth N. Bolton, Matthew D. Bramlett, Katherine N. Lemon
المساهمون: Research Programme Marketing
المصدر: Management Science, 52(12), 1811-1823. INFORMS
مصطلحات موضوعية: Service delivery framework, SATISFACTION, IMPACT, Strategy and Management, Service level requirement, Management Science and Operations Research, service quality, MARKETS, customer retention, dynamic models, services marketing, buyer-seller relationships, extreme outcome, service quality, service operations, extreme outcome, QUALITY, Marketing, EXPECTATIONS, Service (business), Service system, Service quality, Service product management, BEHAVIORAL INTENTIONS, Service level objective, dynamic models, PERFORMANCE, customer retention, service operations, BUYER-SELLER RELATIONSHIPS, MODEL, services marketing, Business, Service guarantee, PROFITABILITY