Dominance of affective over cognitive customer satisfaction in satisfaction - loyalty relationship in service encounters
By: Hari Govind Mishra, Piyush Kumar Sinha, Surabhi Koul
Contributors: Sinha, Piyush Kumar, author; Indian Institute of Management, Ahmedabad
Series: Working paper -- W.P. no. 2014-03-15
Publisher: Indian Institute of Management
Published: 2014
Place of publication: Ahmedabad
Language: eng
Number of pages: 25
Subjects: Consumer satisfaction; Customer loyalty
Notes: Includes bibliographical references (pages 22-25).