Pires, Paulo Botelho; Perestrelo, Beatriz Martins; … - In: Administrative Sciences : open access journal 15 (2025) 11, pp. 1-33
interrelations among Customer Effort Score (CES), Customer Experience (CX), Customer Satisfaction (CSAT), Customer Loyalty Index (CLI …), and Net Promoter Score (NPS) within a unified framework. A quantitative, cross-sectional survey of recent online shoppers …