Managing Satisfaction from a Relationship Perspective: Customer Responses to Defensive Value Added and Value Recovery Strategies

Publication Type:
journal articles

Publication Year:
1998

Publication Bibliography:

Dube, Laurette and Manfred F. Maute. (1998). “Managing Satisfaction and Loyalty from a Relationship Perspective: Customer Responses to Defensive Value Added and Value Recovery Strategies,” Psychology & Marketing, Vol. 15(8), 775-791.
doi.org/10.1002/(SICI)1520-6793(199812_15:83.0.CO;2#.

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Publication Title:
Managing Satisfaction from a Relationship Perspective: Customer Responses to Defensive Value Added and Value Recovery Strategies

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Laurette Dube

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Manfred F. Maute

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