Izogo, Ernest Emeka - In: The TQM Journal 29 (2017) 1, pp. 19-36
reliability is a direct predictor of customer loyalty while service assurance is not. Affective commitment has a direct positive … customer loyalty were positive but insignificant. Finally, affective commitment mediates the effect of continuance commitment … customer loyalty by pursuing a combined strategy of increasing service assurance, service reliability, affective commitment and …