articleInternational Journal of Research in MarketingMay 12, 2003Closed access

Customer satisfaction and loyalty in online and offline environments

VSVenkatesh ShankarASAmy SmithARArvind Rangaswamy

University of Maryland, College Park · George Washington University · +1 more institution

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Abstract

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1,554
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67.11
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100%
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64
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3

Topics & keywords

Topics
Keywords
  • Counterintuitive
  • Loyalty
  • Loyalty business model
  • Online and offline
  • Business
  • Customer satisfaction
  • Service (business)
  • Marketing
UN Sustainable Development Goals
  • Industry, innovation and infrastructure
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