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Despite the growing number of longitudinal investigations of customer satisfaction, the occurrence and type of dynamic effects within satisfaction formation has not been entirely clarified. This article explores these dynamic effects on both the level of attribute and overall service satisfaction...
In this article, the authors focus on the concept of relational equity, that is, the customer perception of distributive justice within a continuous customer-provider relationship. The authors investigate the influences of relational equity on attitudinal loyalty and behavioral loyalty. Moreover,...