Exploring the role of trust in the satisfaction - loyalty link : empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative...
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| Format: | Article |
| Language: | English |
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Institute of Research, Development and Commercialization (IRDC)
2005
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| Online Access: | http://ir.uitm.edu.my/id/eprint/12964/ http://ir.uitm.edu.my/id/eprint/12964/1/AJ_ROSIDAH%20MUSA%20SMRJ%2005%201.pdf |