A Meta-analysis of Satisfaction-Loyalty Relationship in E-Commerce: Sample and Measurement Characteristics as Moderators
Sign Up to like & getrecommendations! Published in 2018 at "Wireless Personal Communications"
DOI: 10.1007/s11277-018-5488-9
Abstract: With the development of the internet, practitioners and researchers alike need a cumulative, quantitative understanding of the satisfaction-loyalty relationship within the e-commerce domain. We conduct a meta-analysis that aggregates empirical findings from multiple literature fields… read more here.
Keywords: satisfaction; loyalty relationship; commerce; loyalty ... See more keywords
Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship
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DOI: 10.1177/0022242920929029
Abstract: Firms spend substantial resources responding to customer complaints, and the marketing profession has a long history of supporting that enterprise to promote customer loyalty. The authors question whether this response is always warranted or whether… read more here.
Keywords: loyalty relationship; loyalty; customer; customer loyalty ... See more keywords