Journal of the Academy of Marketing Science,
A great recap of some recent JAMS work on customer satisfaction geared toward managers. You can read the JAMS article, "Do…
A great recap of some recent JAMS work on customer satisfaction geared toward managers. You can read the JAMS article, "Do…
Tomas Hult and Forrest Morgeson discuss their forthcoming JAMS article and how managers might not know what their customers…
Managers systematically overestimate the levels of customer satisfaction and loyalty. This paper provides a roadmap to better…