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Customer Satisfaction and Firm Profits in Monopolies: A Study of Utilities

Journal of marketing research, 2021-02, Vol.58 (1), p.202-222 [Peer Reviewed Journal]

American Marketing Association 2020 ;ISSN: 0022-2437 ;EISSN: 1547-7193 ;DOI: 10.1177/0022243720962405

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