How Customer Satisfaction Impacts on Customer Loyalty

• Identify the key concepts discussed in the article.

• Clarify the principal theories underlying the research.
• Compare Theories with hypotheses. Write the principal research hypothesis tested by the authors. Clarify its format.
• Consider the following model:
• Before collecting data, the authors would have obtained an informed consent from participants. Take this survey as an example and explain how you should implement informed-consent procedures

• Identify the independent variables.
• Specify the type of the variable “Customer loyalty”.
• Identify at least two relationships highlighted in the model.

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