Ing, Phang Grace; Zheng Lin, Ng; Xu, Ming; Thurasamy, … - In: Asia Pacific Journal of Marketing and Logistics 32 (2019) 7, pp. 1407-1429
Purpose: Loyal customers are committed to repeat patronage, make business referrals and provide publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation and consumer choices have posted more challenges...