Academic research seeks objective evidence of a link between customer satisfaction and profitability. The evidence suggests that

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Academic research seeks objective evidence of a link between customer satisfaction and profitability. The evidence suggests that profits show a positive relation with, but decreasing marginal returns from, increases in customer satisfaction. As one study put it, “The customer is always right, but is it always worth it?”

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Cost Management Strategies For Business Decisions

ISBN: 12

4th Edition

Authors: Ronald Hilton, Michael Maher, Frank Selto

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