Journal of Business Research · 2018 · 84 citations · 53 references
ArtsSustainability ManagementBrand ManagementFashion DesignSustainable DevelopmentFashionFashion BrandingFashion MarketingFashion MerchandisingFashion TrendsSustainable Fashion DesignDiffusion Of Sustainable FashionFashion Lifecycle ManagementSustainable Merchandising
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Zero defections: quality comes to services.
Frederick F. Reichheld, W. Earl Sasser · PubMed · 1990 · 5.3K citations