Customer experience, satisfaction and loyalty in business-to-business markets: Does the chain hold across customer segments?
Orientation: This study considers the influence of customer experience gained during sales interaction episodes on customer satisfaction, customer loyalty and ultimately willingness to recommend the focal firm in a business-to-business context and compares these associations across multiple firm-spe...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2020-07-01
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| Series: | Acta Commercii |
| Subjects: | |
| Online Access: | https://actacommercii.co.za/index.php/acta/article/view/855 |