Customer engagement, dependence and loyalty : an empirical study of Chinese customers in multitouch service encounters
Year of publication: |
2023
|
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Authors: | Chen, Xin ; Guo, Shuojia ; Xiong, Jie ; Ye, Zhuxin |
Published in: |
Technological forecasting & social change : an international journal. - Amsterdam : Elsevier, ISSN 0040-1625, ZDB-ID 280700-2. - Vol. 197.2023, p. 1-12
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Subject: | Customer loyalty | Customer engagement | Motivation theory | Multi-actor interactions | Relationship-value dependence | Switching-cost dependence | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | China | Kundenintegration | Customer integration | Kundenbindung | Customer retention |
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