توضیحات
ترجمه ی مقاله
Drivers of customer satisfaction and loyalty in service industries
The relationship between customer satisfaction, customer loyalty and their antecedents, service output quality, quality of staff, corporate image, and price perception, is examined in the context of three service industries: use of the highway infrastructure, mobile telephone services, and hairdressing services. The research model was empirically evaluated for a large sample of respondents from a Central European country, using structural equation modelling. The results indicate that the four antecedents affect customer loyalty, and customer satisfaction acts as a mediator in all three service industries.
عنوان: محرک های رضایت و وفاداری مشتری در صنایع خدماتی
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