Optimizing service productivity

Journal of Marketing

Volumn 76, Issue 2, 2012, Pages 47-66

  Rust, Roland T ^a   Huang, Ming Hui ^b  

^a UNIVERSITY OF MARYLAND   (United States)

^b NATIONAL TAIWAN UNIVERSITY   (Taiwan)

Author keywords

Customer satisfaction; Financial impact; Marketing metrics; Self service; Service productivity; Service quality; Technology

Indexed keywords

EID: 84859624507     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jm.10.0441     Document Type: Article

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