haku: @author Machás, A. / yhteensä: 1
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| Tekijä: | Ball, D. Coelho, P.S. Machás, A. |
| Otsikko: | The role of communication and trust in explaining customer loyalty - An extension to the ECSI model |
| Lehti: | European Journal of Marketing
2004 : VOL. 38:9-10, p. 1272-1293 |
| Asiasana: | Communication Consumer satisfaction Loyalty Trust |
| Kieli: | eng |
| Tiivistelmä: | The paper shows that customer loyalty can be explained to a substantial degree by customer satisfaction, trust and communication. It shows the direct and indirect effects among those constructs amd other constructs in an extension of the European Customer Satisfaction Index (ECSI) model. |
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