The customer satisfaction-customer loyalty relationship: Reassessing customer and relational characteristics moderating effects
Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)-customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention (RI) and r...
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| Formato: | article |
| Idioma: | eng |
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2022
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| Texto completo: | http://hdl.handle.net/10400.5/25132 |
| País: | Portugal |
| Oai: | oai:www.repository.utl.pt:10400.5/25132 |