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Dynamic measurement of customer satisfaction (DCMS): the key to customer knowledge
Dynamic measurement of customer satisfaction (DCMS): the key to customer knowledge
2003
Guo Zhu
Ludo Gelders
Jeroen Vits
Keywords:
Marketing
Customer retention
Service quality
Customer advocacy
Voice of the customer
Customer intelligence
Process management
Customer reference program
Customer knowledge
Customer equity
Business
Customer satisfaction
Correction
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