A Catastrophe Model for Developing Service Satisfaction Strategies
Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, pract...
Publications
2 shownSTRATEGY FOR FINANCIAL SERVICES: CASHING IN ON COMPETITIVE INERTIA
Although new products in the financial services field can be easily duplicated by competitors, it often takes a long time for competitors to do so. An investigation by the autho...
Frequent Co-Authors
Researcher Info
- h-index
- 2
- Publications
- 2
- Citations
- 752
- Institution
- University of Pennsylvania
External Links
Impact Metrics
h-index
2
h-index: Number of publications with at least h citations each.