Whence Consumer Loyalty?
1999/01/01 by Richard L. Oliver · 71 citations
Business, Management and Accounting · #Customer Service Quality and Loyalty #Consumer Behavior in Brand Consumption and Identification #Consumer Retail Behavior Studies
paper · doi:10.2307/1252099
Abstract
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...
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