A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction

Ruth N. Bolton · Katherine N. Lemon

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Service and Product Innovation

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Ruth N. Bolton, Katherine N. Lemon, A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Journal of Marketing Research, Vol. 36, No. 2 (May, 1999), pp. 171-186

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