Uncovering the real effect of switching costs on the satisfaction-loyalty association : the critical role of involvement and relationship benefits
Year of publication: |
2012
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Authors: | Dagger, Tracey S. ; David, Meredith E. |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 46.2012, 3/4, p. 447-468
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Subject: | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Wechselverhalten | Switching behaviour |
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