| Autor: |
White, Susan S., Schneider, Benjamin |
| Předmět: |
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| Zdroj: |
Journal of Service Research; Feb2000, Vol. 2 Issue 3, p240, 14p |
| Abstrakt: |
Presents hypotheses regarding the degree to which customers' expectations were disconfirmed for different service dimensions would place customers on different levels of a commitment ladder. Steps on the commitment ladder studied which ranged from being a one-time patron of an organization (a "customer") to persuading others to switch to one's own service firm (an "advocate"); Findings. |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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