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Keywords: Customer satisfaction
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Journal Articles
Journal:
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC (2024) 28 (4): 465–480.
Published: 27 November 2023
...Djihane Malki; Mohammed Bellahcene; Hela Latreche; Mohammed Terbeche; Razane Chroqui Purpose Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL). Design/methodology/approach...
Journal Articles
Journal:
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC (2020) 24 (2): 155–175.
Published: 15 July 2020
...Trevor Alexander Smith Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers...
