... significantly escalate customer satisfaction, which further markedly accentuates customer loyalty. However, tangibility was the only dimension bearing an insignificant relationship. In addition, both perceived trust and perceived risk significantly moderate the association between customer satisfaction...

...Sarra Berraies; Rached Chtioui; Mehrez Chaher Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL...

... components of a relationship‐marketing programme, including the importance of technology to collect and analyse customer‐related data. © MCB UP Limited 1998 Customer care Customer loyalty Marketing Relationship marketing Value analysis Customers are becoming increasingly sophisticated...