Linking electronic customer relationship management and customer loyalty through serial mediation of customer experience and customer satisfaction

Anupreet Kaur Mokha; Pushpender Kumar

doi:10.1504/ijecrm.2024.138642

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JOURNAL ARTICLE

Linking electronic customer relationship management and customer loyalty through serial mediation of customer experience and customer satisfaction

Anupreet Kaur Mokha Pushpender Kumar

Year: 2024 Journal: International Journal of Electronic Customer Relationship Management Vol: 14 (2)Pages: 103-127

DOI: 10.1504/ijecrm.2024.138642

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Keywords:

Business Customer satisfaction Customer retention Customer advocacy Loyalty business model Customer delight Customer equity Mediation Marketing Customer intelligence Customer relationship management Customer to customer Service quality Process management Service (business) Sociology

Metrics

Cited By

7.01

FWCI (Field Weighted Citation Impact)

Refs

0.94

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Citation History

Topics

Technology Adoption and User Behaviour

Social Sciences → Decision Sciences → Information Systems and Management

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Linking electronic customer relationship management and customer loyalty through serial mediation of customer experience and customer satisfaction

Metrics

Citation History

Topics

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