Roland T. Rust, Timothy L. Keiningham, Stephen Clemens, Anthony Zahorik. Return on Quality at Chase Manhattan Bank. Interfaces, 29(2):62-72, 1999. [doi]
@article{RustKCZ99,
title = {Return on Quality at Chase Manhattan Bank},
author = {Roland T. Rust and Timothy L. Keiningham and Stephen Clemens and Anthony Zahorik},
year = {1999},
doi = {10.1287/inte.29.2.62},
url = {http://dx.doi.org/10.1287/inte.29.2.62},
researchr = {https://researchr.org/publication/RustKCZ99},
cites = {0},
citedby = {0},
journal = {Interfaces},
volume = {29},
number = {2},
pages = {62-72},
}