The Relationship between Customer Satisfaction and Loyalty : new Insights into the Role of Customer Heterogeneity Ringle, Christian M. Schirmer, Nadine Feistel, Matthias S. G. 2015 - TUHH Open Research
New Insights on the Relationship between Customer Satisfaction and Loyalty Schirmer, Nadine Ringle, Christian M. 2013 - TUHH Open Research