The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition

Journal of the Academy of Marketing Science

Volumn 35, Issue 2, 2007, Pages 233-249

  V Wangenheim, Florian ^a   Bayón, Tomás ^b  

^a TUM SCHOOL OF MANAGEMENT   (Germany)

^b International University in Germany   (Germany)

Author keywords

Customer acquisition; Customer satisfaction; Involvement; Return on quality; Word of mouth

Indexed keywords

EID: 63749127149     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-007-0037-1     Document Type: Article

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