Determining customer satisfaction and loyalty from a value co-creation perspective

In light of the recent developments in marketing theory, namely service-dominant logic and value co-creation, the development of customer satisfaction and customer loyalty deserves reconsideration to broaden the mostly firm-centric earlier approaches. We propose a framework that includes the contrib...

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Veröffentlicht in:	The Service industries journal 2020-09, Vol.40 (11-12), p.777-799
Hauptverfasser:	Woratschek, Herbert, Horbel, Chris, Popp, Bastian
Format:	Artikel
Sprache:	eng
Schlagworte:	Brand loyalty customer loyalty Customer satisfaction customer-company identification service-dominant logic Value co-creation value-in-context 价值共创 客户忠诚度 客户满意度 客户-公司之认同 情境价值 服务主导思维
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