... importance of customer satisfaction, customer retention and other parameters related to the customer, whereas the role of the employees, their satisfaction, loyalty and the link between these variables ... the complexity to isolate the effects of a 3dimensions included in the model proposed by these authors are the following: customer knowledge, customer interaction, customer value, and customer ... development of marketing accountability are the difficulties in measurement which involves the assessment of the results derived from the implementation of different marketing strategies. One of these...