Customer Experience Management: A Study of Mechanic versus Humanic Clues and Student Loyalty in Nigerian Higher Education Institution
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- Voss, Roediger & Gruber, Thorsten & Szmigin, Isabelle, 2007. "Service quality in higher education: The role of student expectations," Journal of Business Research, Elsevier, vol. 60(9), pages 949-959, September.
- Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
- Puccinelli, Nancy M. & Goodstein, Ronald C. & Grewal, Dhruv & Price, Robert & Raghubir, Priya & Stewart, David, 2009. "Customer Experience Management in Retailing: Understanding the Buying Process," Journal of Retailing, Elsevier, vol. 85(1), pages 15-30.
- Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
- Bi, Qingqing, 2019. "Cultivating loyal customers through online customer communities: A psychological contract perspective," Journal of Business Research, Elsevier, vol. 103(C), pages 34-44.
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Cited by:
- Nwankwo Cosmas Anayochukwu & Kanyangale MacDonald Isaac, 2023. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria," Marketing of Scientific and Research Organizations, Sciendo, vol. 49(3), pages 1-26, September.
- Olaleke Oluseye Ogunnaike & Solomon Agada Agada & Ogheneochuko Salome Ighomereho & Taiye Tairat Borishade, 2022. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
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Keywords
customer experience management; higher education; humanic clues; mechanic clues; student loyalty;All these keywords.
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