Retrospective: why do customers switch? The dynamics of satisfaction versus loyalty
Year of publication: |
2016
|
---|---|
Authors: | Mittal, Banwari |
Published in: |
Journal of Services Marketing. - Emerald Group Publishing Limited, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 30.2016, 6, p. 569-575
|
Publisher: |
Emerald Group Publishing Limited |
Subject: | Satisfaction | Service quality | Loyalty | Net promoter score | Switching |
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