What drives customer loyalty? Nonlinear effects of customer delight and satisfaction on loyalty and the moderating role of service experience
Ahrholdt, Dennis C., Gudergan, Siegfried P., Ringle, Christian M.
Enhancing service loyalty: the roles of delight, satisfaction, and service quality
Perceived online channel value in multi-channel services: exploring its multidimensionality and nonlinear effects on intentions across service sectors and country markets
Ahrholdt, Dennis C., Carlson, Jamie, O'Cass, Aron
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