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Why Satisfied Customers Defect

1996814 citationsJournal Article

Authors

Thomas O. Jones · Andover Eye Associates

Topics & Keywords

Insurance and Financial Risk Management

Publication Details

Published in: Journal of Management in Engineering

Volume 12, Issue 6, pp. 11-11

DOI: 10.1061/(asce)0742-597x(1996)12:6(11.2)

Field-Weighted Citation Impact: 19.20

Why Satisfied Customers Defect | Researchclopedia