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Keywords: Customer expectations
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Journal Articles
Journal:
Marketing Intelligence & Planning
Marketing Intelligence & Planning (2021) 39 (3): 377–393.
Published: 02 September 2020
... technique. Findings The findings reveal that loyalty layers, including personal loyalty and relationship with consumption communities, can influence customers' expectations of service providers. The degree to which the firm is able to handle and meet customers' expectations over time would result...
