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The impact of operations performance on customer loyalty (2010)
Journal Article
Kumar, V., Batista, L., & Maull, R. (2010). The impact of operations performance on customer loyalty. Service Science, 3(2), 158-171. https://doi.org/10.1287/serv.3.2.158

This research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct... Read More about The impact of operations performance on customer loyalty.