Publications
Publications
  • Spring 2014
  • Article
  • MIT Sloan Management Review

The High Price of Customer Satisfaction

By: Timothy Keiningham, Sunil Gupta, Lerzan Aksoy and Alexander Buoye
  • Format:Print
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Abstract

Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex.

Keywords

Customer Satisfaction; Performance

Citation

Keiningham, Timothy, Sunil Gupta, Lerzan Aksoy, and Alexander Buoye. "The High Price of Customer Satisfaction." MIT Sloan Management Review 55, no. 3 (Spring 2014).

About The Author

Sunil Gupta

Marketing
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