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Keywords: Alternative attractiveness
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Journal Articles
Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
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Journal:
Journal of Services Marketing
Journal of Services Marketing (2011) 25 (5): 310–322.
Published: 02 August 2011
... how the effects of satisfaction and inertia on customer loyalty vary with differing levels of the zone of tolerance (ZOT), and how these are likely to change due to customers' alternative attractiveness. Design/methodology/approach Hierarchical moderated regression analysis was used to test...
