Scale for Service Quality and Customer Loyalty in Groceries
por: Fornieles, Albert; Universitat Autònoma de Barcelona (Spain)
Publicado: (2014)
The effect of customer satisfaction and loyalty: Application in retail establishments
This work analyses the role of satisfaction in the formation of customer loyalty.It identifies the most relevant antecedents of satisfaction, and determines theirinfluence on loyalty through judgments of satisfaction, performance, and disconfirmation. It distinguishes between an attitude of loyalty,...
| Autor Principal: | Moliner Velázquez, Beatriz |
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| Otros Autores: | Berenguer Contrí, Gloria |
| Formato: | info:eu-repo/semantics/article |
| Idioma: | spa |
| Publicado: |
Pontificia Universidad Javeriana
2011
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| Materias: | |
| Acceso en línea: |
http://revistas.javeriana.edu.co/index.php/cuadernos_admon/article/view/1744 |
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