Customer satisfaction, competition, and firm performance: An empirical investigation. Simon, D. H & Gómez, M. I Managerial and decision economics, 35(6):371–386, 2014.
bibtex   
@article{simon2014customer,
  title={Customer satisfaction, competition, and firm performance: An empirical investigation},
  author={Simon, Daniel H and G{\'o}mez, Miguel I},
  journal={Managerial and decision economics},
  volume={35},
  number={6},
  pages={371--386},
  year={2014}
}

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