Article
Towards a Holistic Framework for Customer Centric Service, Customer Satisfaction, Trust, and Loyalty: A Conceptual Study
Efigenia Madalena Mario Semente, Maxwell Chufama, Jacinto Silva.
© 2021.
17 pages.
This study proposes RATTER-SSTL as a new framework for customer centricity. It contains nine dimensions that measure customer centricity, namely reliability, assurance, tangibles, training, empathy, responsiveness, service attainment, satisfaction, trust, and loyalty distributed along 44 items measured...