search query: @author Shankar, V. / total: 6
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| Author: | Shankar, V. Smith, A. Rangaswamy, A. |
| Title: | Customer satisfaction and loyalty in online and offline environments |
| Journal: | International Journal of Research in Marketing
2003 : JUN, VOL 20, p. 153-175 |
| Index terms: | CUSTOMERS LOYALTY EMPIRICAL RESEARCH |
| Language: | eng |
| Abstract: | In this article the following question is discussed: "Are the levels of customer satisfaction and loyalty for the same services different when customers choose the service online versus offline?" If the anwer is yes, the authors want to know which factors explains the difference. The authors propose a framework and develop hypotheses about the loyalty and relationships between customers. |
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