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From customer orientation to customer satisfaction: the gap between theory and practice.
Andy C. L. Yeung
T. C. E. Cheng
Ling-Yau Chan
Published in:
IEEE Trans. Engineering Management (2004)
Keyphrases
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customer satisfaction
service quality
customer service
customer data
online shopping
marketing strategies
user satisfaction
customer retention
product design
internet banking
databases
electronic commerce
customer support
customer reviews
core competence