Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa

• Main Author: Musa, Rosidah
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA Cawangan Pahang 2006
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations; Business communication. Including business report writing, business correspondence
• Online Access: http://ir.uitm.edu.my/id/eprint/30800/1/30800.pdf; http://ir.uitm.edu.my/id/eprint/30800/
• Institution: Universiti Teknologi Mara

Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative frame...