Beerli, Asunción; Martín, Josefa D.; Quintana, Agustín - In: European Journal of Marketing 38 (2004) 1/2, pp. 253-275
On the basis of empirical research carried out in the retail banking market, this paper proposes a structural equations model enabling us to reach the conclusions that satisfaction together with personal switching costs are antecedents leading directly to customer loyalty, with the former...
