Giovanis, Apostolos; Athanasopoulou, Pinelopi; … - In: Journal of Service Theory and Practice 25 (2015) 6, pp. 744-776
-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims … the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship … satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates …