Customer experience strategy : the role of emotional satisfaction in service encounters - a survey of First National Bank customers.
This study has empirically analyzed the significance of emotional satisfaction in the financial service encounters. The specific focus of this study is around finding out if the relationship between emotional satisfaction and the following important concepts exists i.e. service quality, customer loy...
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| Language: | en_ZA |
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2013
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| Online Access: | http://hdl.handle.net/10413/9754 |