Roles of customer involvement in rapport and satisfaction

Johra FATIMA, Mohammed Razzaque

Research output: Contribution to journalArticle

6 Citations (Scopus)
3 Downloads (Pure)

Abstract

The study investigates different roles (antecedent, mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits (confidential, social and special treatment benefits) on customer involvement.
Original languageEnglish
Pages (from-to)452-471
Number of pages20
JournalAsia Pacific Journal of Marketing and Logistics
Volume25
Issue number3
DOIs
Publication statusPublished - 2013

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Customer involvement
Relational benefits
Mediator
Moderator

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Roles of customer involvement in rapport and satisfaction. / FATIMA, Johra; Razzaque, Mohammed.

In: Asia Pacific Journal of Marketing and Logistics, Vol. 25, No. 3, 2013, p. 452-471.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Roles of customer involvement in rapport and satisfaction

AU - FATIMA, Johra

AU - Razzaque, Mohammed

PY - 2013

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KW - Customer involvement

KW - Rapport

KW - Satisfaction

KW - Relational benefits

KW - Structural equation modelling

KW - Customer satisfaction

KW - Customer retention

KW - Customer loyalty

KW - Bangladesh.

U2 - 10.1108/APJML-09-2012-0092

DO - 10.1108/APJML-09-2012-0092

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EP - 471

JO - Asia Pacific Journal of Marketing and Logistics

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