Exploring the mediating role of affective and cognitive satisfaction on the effect of service quality on loyalty
Year of publication: |
September-October 2015
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Authors: | Hartono, Markus ; Raharjo, Hendry |
Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 26.2015, 9/10, p. 971-985
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Subject: | affective satisfaction | cognitive satisfaction | Kansei Engineering | service quality | loyalty | Emotion | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Kognition | Cognition | Arbeitszufriedenheit | Job satisfaction | Konsumentenverhalten | Consumer behaviour |
Type of publication: | Article |
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Type of publication (narrower categories): | Konferenzbeitrag ; Conference paper ; Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Other identifiers: | 10.1080/14783363.2015.1068595 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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