8/20/2019 Customer Satisfaction and Business Performance

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Customer satisfaction and business performance: a firm‐level analysis

http://www.emeraldinsight.com/doi/abs/10.1108/08876011111070!"

#aul $illiams %&chool of 'usiness and (anagement) *merican +niversity of &har,ah) &har,ah) +nited *rab-mirates-arl aumann %&chool of 'usiness and (anagement) *merican +niversity of &har,ah) &har,ah) +nited *rab-mirates

Citation:#aul $illiams) -arl aumann) %"011 Customer satisfaction and business performance: a firm‐levelanalysis) ournal of &ervices (ar2eting) 3ol. "4 5ss: 1) pp."0 !"

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 *c2nowledgements:;eceived ecember "008. ;evised (ay "00