Koutsothanassi, Eleni; Bouranta, Nancy; Psomas, Evangelos - In: International Journal of Quality and Service Sciences 9 (2017) 3/4, pp. 425-440
Purpose The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single...