How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter

Bernadette Frech; Neeru Malhotra; Helen Higson

How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter

Bernadette Frech, Neeru Malhotra, Helen Higson

Research output: Contribution to conference › Paper › peer-review

Original language	English
Publication status	Published - Aug 2017
Event	Summer AMA Conference 2017 : Innovation & Sustainability in Marketing - San Francisco, U.S. Duration: 4 Aug 2017 → 6 Aug 2017

Conference

Conference	Summer AMA Conference 2017 : Innovation & Sustainability in Marketing
Period	4/08/17 → 6/08/17

Bibliographical note

Organising Body: American Marketing Association

Keywords

Business and management studies

Cite this

@conference{9dd79d46708343039d91f554a1f63542,

title = "How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter",

keywords = "Business and management studies",

author = "Bernadette Frech and Neeru Malhotra and Helen Higson",

note = "Organising Body: American Marketing Association; Summer AMA Conference 2017 : Innovation \& Sustainability in Marketing ; Conference date: 04-08-2017 Through 06-08-2017",

year = "2017",

month = aug,

language = "English",

}

How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter. / Frech, Bernadette; Malhotra, Neeru; Higson, Helen.
2017. Paper presented at Summer AMA Conference 2017 : Innovation & Sustainability in Marketing.

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - How does customer satisfaction pay off? Investigating key mediating mechanisms underlying the link between customer satisfaction and customer engagement behaviors in extended service encounter

AU - Frech, Bernadette

AU - Malhotra, Neeru

AU - Higson, Helen

N1 - Organising Body: American Marketing Association

PY - 2017/8

Y1 - 2017/8

KW - Business and management studies

M3 - Paper

T2 - Summer AMA Conference 2017 : Innovation & Sustainability in Marketing

Y2 - 4 August 2017 through 6 August 2017

ER -