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Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China.
Zhaohua Deng
Yaobin Lu
Kwok Kee Wei
Jinlong Zhang
Published in:
Int. J. Inf. Manag. (2010)
Keyphrases
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customer satisfaction
service quality
online shopping
customer service
user satisfaction
product design
marketing strategies
email
customer retention
mobile learning
mobile phone
mobile devices
customer reviews
core competence
customer data
hong kong
internet banking
information systems