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

Total Quality ManagementRelationship MarketingCustomer SatisfactionCustomer ProfitabilityAsymmetric ImpactManagementBusinessCustomer Relationship StrategyBusiness StrategyExcellent ExecutionStrategic ManagementCustomer Relationship ManagementCustomer InvolvementMarketingService Strategy