Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
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DOI: 10.1016/j.jretconser.2007.11.004
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References listed on IDEAS
- Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
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Keywords
Repurchase behaviour; Attitudinal loyalty; Transaction-specific and overall satisfaction; Service; Membership; Sport club;All these keywords.
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