Kumar Ranganathan, Sampath; Madupu, Vivek; Sen, Sandipan; … - In: Journal of Services Marketing 27 (2013) 3, pp. 195-206
Purpose – The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty....