The interplay of customer experience and commitment

Keiningham, T, Ball, J, Benoit (née Moeller), S et al. (6 more authors) (2017) The interplay of customer experience and commitment. Journal of Services Marketing, 31 (2). pp. 148-160. ISSN 0887-6045



  • Keiningham, T
  • Ball, J
  • Benoit (née Moeller), S
  • Bruce, HL
  • Buoye, A
  • Dzenkovska, J
  • Nasr, L
  • Ou, Y-C
  • Zaki, M
Copyright, Publisher and Additional Information: © 2017, Emerald Publishing Limited. This is an author produced version of a paper published in Journal of Services and Marketing. Uploaded in accordance with the publisher's self-archiving policy.
Keywords: Satisfaction, Loyalty, Customer experience, Service design, Service encounter
  • Accepted: 6 December 2016
  • Published: 10 April 2017
Institution: The University of Leeds
Academic Units: The University of Leeds > Faculty of Business (Leeds) > Marketing Division (LUBS)
Depositing User: Symplectic Publications
Date Deposited: 13 Jun 2017 09:45
Last Modified: 18 Jan 2018 07:43
Status: Published
Publisher: Emerald Publishing Limited
Identification Number: