Implementing a Customer Relationship Strategy: The Asymmetric Impact of Poor versus Excellent Execution

Multivariate Data Analysis.

H. Herne, William W. Cooley, Paul R. Lohnes · Journal of the Royal Statistical Society Series A (General) · 1973 · 35.9K citations

Natural Sciences, Data Science, Categorical Data Analysis +13

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14

Zero defections: quality comes to services.

Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations

Management, Quality Management, Strategic Management +15

Multivariate Data Analysis with Readings.

I. T. Jolliffe, Joseph F. Hair, Rolph E. Anderson et al. · Journal of the Royal Statistical Society Series A (Statistics in Society) · 1988 · 5.1K citations

Natural Sciences, Data Science, Categorical Data Analysis +5

A National Customer Satisfaction Barometer: The Swedish Experience

Claes Fornell · Journal of Marketing · 1992 · 4.7K citations

Business, Business Economics, Strategic Management +12