Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

Autor: OSARENKHOE, Aihie, KOMUNDA, Mabel Birungi, BYARUGABA, Jotham Mbiito

Publikováno v: International Review of Management and Marketing, Vol 7, Iss 1, Pp 197-208 (2017)
Volume: 7, Issue: 1 197-208
International Review of Management and Marketing

Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny metho

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=dedup_wf_001::9d3205939c542e0e82e6538122a6fa00
http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-23903