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Keywords: Top management customer interactions
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2023) 57 (5): 1380–1406.
Published: 31 March 2023
...Kemefasu Ifie Purpose This paper aims to investigate the effect of top management’s customer interactions (TMCI) on customer satisfaction. This study argues that TMCI’s overall relationship with customer satisfaction follows an inverted-U shape due to its positive and disruptive effects...
