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Keywords: Word of mouth
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Journal Articles
Journal Articles
Asia-Pacific Journal of Business Administration (2023) 15 (1): 117–138.
Published: 04 April 2022
... incorporated the multichannel service quality framework (Sousa and Voss, 2006) and a decomposed measure of customer experience, including cognitive and affective customer experience (Gao et al., 2021). Outcomes investigated included repurchase intention and word-of-mouth intention. Design...

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