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Which part is dependent on Ahmad, Roentgen. and you may Buttle, F. (2001). Customer preservation: a potentially potent income administration strategy. Log regarding Strategic Revenue, 9, 29–forty-five.
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A dynamic brand of along the owner’s connection with an ongoing provider: the new part out-of pleasure
Based on Reichheld, F. F. and you can Sasser, W. Elizabeth. Jr (1990). No defections: high quality involves features. Harvard Company Comment, Sept–Oct, 105–111; Reichheld, F. F. (1996). The loyalty feeling. Boston, MA: Harvard Business School Force.
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