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Keywords: Customer satisfaction (CSAT)
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (10): 2387–2417.
Published: 09 April 2020
... measurement (CSXm) Customer journey mapping (CJM) Customer satisfaction (CSAT) Net promoter score (NPS) Value creation is the underlying principle of many transactional models and a source of competitive advantage. A critical task of marketing strategy and thought is understanding what customers...
