The High Price of Customer Satisfaction

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Issue 1: Money-Losing Delighters

Issue 2: Smaller Often Equals Happier

Issue 3: The Importance of Being No. 1

Making Satisfaction Work for You

The Limits of Customer Satisfaction

References

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The High Price of Customer Satisfaction by Alexander Buoye, Lerzan Aksoy, Sunil Gupta, Timothy Keiningham

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