Winning your customers’ minds and hearts: disentangling the effects of lock-in and affective customer experience on retention

HIGHLIGHTS

• who: Lily (Xuehui) Gao from the Department of Marketing, Faculty of Economics and Business, University of Zaragoza, Gran Vu00eda, Nu00ba2, Saragossa, Spain have published the Article: Winning your customersu2019 minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention, in the Journal: (JOURNAL)
• what: Integrating experiential learning theory with social exchange theory the authors provide a conceptual framework to understand the impact of lock-in and affective customer experience on customer retention and the moderating role of relationship depth. The authors provide quantified guidance for managers on how to optimally . . .
  

   

  

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