How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter

Frech, Bernadette, Malhotra, Neeru and Higson, Helen (2017) How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter. In: Summer AMA Conference 2017 : Innovation & Sustainability in Marketing; 4-6 Aug 2017, San Francisco, U.S.. (Unpublished)

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