Public Transport · 2014 · 75 citations · 31 references
BusinessTransportation PlanningConsumer BehaviorTransportTransportationConsumer LoyaltyCustomer EngagementCustomer LoyaltyCustomer ParticipationCustomer SatisfactionPublic TransitBehavioral Adaptation To Transit ServiceLoyalty DriversTransit User Experience
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The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
The Massachusetts Institute of Technology
S.C. Fang Endowed · Anthropology News · 1999 · 3.1K citations
Why Satisfied Customers Defect
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