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Roads to customer performance: investing wisely in the service-profit chain

Caemmerer, B. and Evanschitzky, H. (2010) Roads to customer performance: investing wisely in the service-profit chain. In: 2010 AMA Winter Marketing Educators' Conference, 2010-02-19 - 2010-02-22.

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Abstract

This paper looks at the ways in which investing in the service-profit chain may affect customer performance.