VINEREAN, Simona; OPREANA, Alin - In: Expert Journal of Marketing 2 (2014) 1, pp. 1-14
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing … a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have … consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e …