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Variation within service categories and customer satisfaction: A segment-based approach using the tetra-class model

Yannick Poubanne Fabrice Clerfeuille Jean-Louis Chandon 1
1 CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille
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https://hal-amu.archives-ouvertes.fr/hal-01796039
Contributor : Romain Farellacci <>
Submitted on : Friday, May 18, 2018 - 11:20:10 PM
Last modification on : Tuesday, April 23, 2019 - 2:40:03 PM

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Yannick Poubanne, Fabrice Clerfeuille, Jean-Louis Chandon. Variation within service categories and customer satisfaction: A segment-based approach using the tetra-class model. Journal of Targeting, Measurement and Analysis for Marketing, Palgrave Macmillan, 2006, 15 (1), pp.30 - 46. ⟨10.1057/palgrave.jt.5750032⟩. ⟨hal-01796039⟩

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