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Keywords: Relative metrics
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Journal Articles
Alexander Buoye, Yuliya Komarova Loureiro, Sertan Kabadayi, Mohammad G. Nejad, Timothy L. Keiningham, Lerzan Aksoy, Jason Allsopp
Journal:
Journal of Service Management
Journal of Service Management (2016) 27 (4): 434–459.
Published: 15 August 2016
..., is SOW driven almost entirely by penetration (as argued by double jeopardy advocates); driven almost entirely by customer satisfaction (as argued by many service researchers); or driven by a combination of penetration and satisfaction? Relative metrics Customer satisfaction Share of wallet...
