haku: @author Bloemer, J. / yhteensä: 4
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| Tekijä: | Bloemer, J. Ruyter, K., de |
| Otsikko: | Customer loyalty in high and low service settings: the moderating impact of positive emotions |
| Lehti: | Journal of Marketing Management
1999 : MAY, VOL. 15:4, p. 315-330 |
| Asiasana: | CONSUMERS LOYALTY SERVICE |
| Kieli: | eng |
| Tiivistelmä: | In the services marketing literature, the focus has largely been on the influence of satisfaction on customer loyalty. However, while a positive association between customer satisfaction and customer loyalty is generally acknowledged, empirical evidence concerning the exact relationship between loyalty and satisfaction in services has remained unclear. This holds especially for services in which consumers are relatively highly involved, i.e., where the service delivery takes place over an extended period of time and active customer participation occurs. |
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