原创力文档So you want to delight your customers The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments》.pdfVIP
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Intern. J. of Research in Marketing 30 (2013) 358–367
Contents lists available at ScienceDirect
Intern. J. of Research in Marketing
journal homepage: www. / locate/ijresmar
So you want to delight your customers: The perils of ignoring
heterogeneity in customer evaluations of discretionary
preferential treatments
Raphaëlle Butori ⁎, Arnaud De Bruyn
ESSEC Bu
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