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Abstract

Many organizations are now paying close attention in evaluating and implementing marketing strategies with the specific aim of improving customer retention. While extensive literature has focused on the link between service quality, satisfaction, and loyalty, little research has been conducted on...

Author(s)
Curry, N.; Gao YuHui
Publisher
Routledge, Philadelphia, USA
Citation
Services Marketing Quarterly, 2012, 33, 2, pp 104-118