December 2013
Intermediate to advanced
1200 pages
57h 13m
English
Content preview from Environment, Energy and Sustainable Development
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Environment, Energy and Sustainable Development – Sung, Kao & Chen (eds)
© 2014 Taylor & Francis Group, London, ISBN 978-1-138-00053-7
The mediating-moderating effect analysis on customer satisfaction
Wen-Jing Chen & Hong-Na Zhang
School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China
ABSTRACT: The view has been widely recognized that customer satisfaction has certain influence on
customer loyalty. However it is lack of the research on the formation process of customer loyalty. This
study makes shopping online as example, bases on the angles of mediating and moderating effect and uses
two phase contrasting questionnaire data to argue the key role of customer satisfaction in the formation
process ...