Enhancing customer retention: the role of customer satisfaction and delight in the authorized automotive after-sales service sector
This study examines the influence of utilitarian and hedonic experiences, customer engagement, and customer value anticipation on customer retention in the authorized automotive after-sales service sector, using customer satisfaction and customer delight as mediators. We collected 316 samples and em...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sarawak Research Society
2024
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| Online Access: | http://psasir.upm.edu.my/id/eprint/113414/1/113414.pdf |