Enhancing customer retention: the role of customer satisfaction and delight in the authorized automotive after-sales service sector

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Enhancing customer retention: the role of customer satisfaction and delight in the authorized automotive after-sales service sector

This study examines the influence of utilitarian and hedonic experiences, customer engagement, and customer value anticipation on customer retention in the authorized automotive after-sales service sector, using customer satisfaction and customer delight as mediators. We collected 316 samples and em...

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Bibliographic Details
Main Authors:	Leong, Choi-Meng, Cheah, Jun-Hwa, Ting, Hiram, Lim, Rodney, Ariffin, Adlin Baizura, Lim, Xin-Jean
Format:	Article
Language:	English
Published:	Sarawak Research Society 2024
Online Access:	http://psasir.upm.edu.my/id/eprint/113414/ http://psasir.upm.edu.my/id/eprint/113414/1/113414.pdf

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