Huang, Min-Hsin; Cheng, Zhao-Hong - In: Journal of Service Management 27 (2016) 5, pp. 730-750
Purpose Customer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain. Drawing from the theory of relationship dynamics, the purpose of this paper is to define CS velocity and CCI velocity as...