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Gupta, Sunil, Donald R. Lehmann, Jennifer Ames Stuart. 2004. Valuing customers. Journal of Marketing Research 41 (1) 7-18.
Hogan, John E., Katherine N. Lemon, Barak Libai. 2003. What is the true value of a lost customer? Journal of Service Research 5 (3) 196-208.
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