摘要 : Purpose - This study aims to investigate how customer satisfaction and loyalty evolve during the initial years of a business services relationship. In addition to assessing the potential for dynamic effects, models explore how rel... 展开
作者 | Christopher P. Blocker |
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作者单位 | |
期刊名称 | 《Journal of Services Marketing》 |
页码/总页数 | p.94-101 / 8 |
语种 | 英语 |
关键词 | customer satisfaction customer loyalty customer value customer relationship management |
DOI | 10.1108/08876041211215257 |
馆藏号 | f-403 |