Chen, Shu-Ching2006-12-282006-12-2820032003http://hdl.handle.net/2440/21952"July 2003"Bibliography: p. 161-170.170, [28] p. : ill. ; 30 cm.Builds a model of performance based on customer defined market orientation and which includes customer service (customer process) and customer retention (business performance). Examines the nature of market orientation and its impact on customer satisfaction and customer retention in the service sector.173511 bytesapplication/pdfenConsumer satisfaction.Customer services Management.Customer relations Management.Customer loyalty.Thesis