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Keywords: Fortitude
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Journal Articles
Beyond loyalty: customer satisfaction, loyalty, and fortitude
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2013) 27 (4): 334–344.
Published: 05 July 2013
...Martin Fraering; Michael S. Minor Purpose – This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community. Design/methodology/approach – Oliver proposed an innovative framework to explain...
