..., instead, the root of defection would be driven by positive feelings toward a key person, but not necessarily by negative feelings toward the firm. Customer loyalty Customer satisfaction Interpersonal relations Entertainment industry Radio Employees Service companies increasingly adopt...

.... (2002) showed that perceived value serves as a mediating variable between trust and loyalty. © Emerald Group Publishing Limited 2009 Trust Interpersonal relations Retail management Customer satisfaction Consistent with previous research (Nijssen et al., 2003), we define...

...Paolo Guenzi; Ottavia Pelloni The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by interpersonal‐related factors in gaining and developing customer loyalty. This paper explores...