Roles of customer involvement in rapport and satisfaction

Johra FATIMA; Mohammed Razzaque

doi:10.1108/APJML-09-2012-0092

Roles of customer involvement in rapport and satisfaction

Johra FATIMA
, Mohammed Razzaque

Canberra Business School

Research output: Contribution to journal › Article › peer-review

21 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 language	English
Pages (from-to)	452-471
Number of pages	20
Journal	Asia Pacific Journal of Marketing and Logistics
Volume	25
Issue number	3
DOIs	https://doi.org/10.1108/APJML-09-2012-0092
Publication status	Published - 2013

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title = "Roles of customer involvement in rapport and satisfaction",

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.",

keywords = "Customer involvement, Rapport, Satisfaction, Relational benefits, Structural equation modelling, Customer satisfaction, Customer retention, Customer loyalty, Bangladesh.",

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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.

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DO - 10.1108/APJML-09-2012-0092

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VL - 25

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JO - Asia Pacific Journal of Marketing and Logistics

JF - Asia Pacific Journal of Marketing and Logistics

IS - 3

ER -

Roles of customer involvement in rapport and satisfaction

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