Our paper is organized as follows. We begin with a brief overview of the
theoretical and conceptual background of our study and provide a synthesis of the
extant empirical literature on the relationship between customer satisfaction and
customer loyalty. We discuss relationship characteristics as possible moderators of this
link and develop research hypotheses. Next, we discuss the method employed to test
these hypotheses and present our results. We conclude with a discussion of our results
and its implications for future academic research and managers.
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