Lee, Yong-Ki; Choi, Byung-Ho; Kim, Dong Jin; Hyun, … - In: The Service Industries Journal 34 (2014) 3, pp. 230-250
The purpose of this research is to develop and test a theoretical model in which customer satisfaction mediates the relationship between a firm's relational benefits efforts (i.e. psychological, social, and special treatment benefits) and customer voluntary performance behaviors. Through a...