Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Year of publication: |
2023
|
---|---|
Authors: | Gao, Lily ; Haan, Evert de ; Melero-Polo, Iguácel ; Sesé, F. Javier |
Published in: |
Journal of the Academy of Marketing Science. - Dordrecht : Springer Netherlands, ISSN 1552-7824, ZDB-ID 2067360-7. - Vol. 51.2023, 2, p. 334-371
|
Subject: | Affective customer experience | Customer retention | Lock-in | Multinomial logit models | Spillover effect | Telecom industry | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
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