Abstract
For years there has been no doubt concerning the importance of customer satisfaction as ultimate goal of service companies. It belongs to the tradition of the marketing discipline to focus on customer satisfaction. This maxim can be regarded as the basis of its conceptual self-understanding of being a market-oriented management science.
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© 1997 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
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Stauss, B., Neuhaus, P. (1997). The Dissatisfaction Potential of Satisfied Customers — The Qualitative Satisfaction Model —. In: Mühlbacher, H., Flipo, JP. (eds) Advances in Services Marketing. Focus Dienstleistungsmarketing. Deutscher Universitätsverlag. https://doi.org/10.1007/978-3-322-91507-8_8
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DOI: https://doi.org/10.1007/978-3-322-91507-8_8
Publisher Name: Deutscher Universitätsverlag
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