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Keywords: Service-profit chain
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (10): 2343–2363.
Published: 14 May 2020
...Gregory Strydom; Michael T. Ewing; Campbell Heggen Purpose This study aims to present an extended service-profit chain (SPC) framework for assessing service performance. This framework is then used to investigate non-linear and asymmetric links between service delivery investments and customer...
