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Keywords: Service profit chain
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Journal Articles
Asia Pacific Journal of Marketing and Logistics (2017) 29 (2): 432–452.
Published: 10 April 2017
...Pichate Benjarongrat; Mark Neal Purpose The purpose of this paper is to explore the service profit chain (SPC) in a Thai bank, to identify which service features customers understand to be most important in their customer satisfaction and engagement. Through this it is intended to evaluate...
