Introduction -- Elements and dimensions of customer satisfaction and loyalty -- Emotional satisfaction of customer contacts : the ESCC model -- From the ESCC observations to customer loyalty -- The ESCC surveys -- The ESCC observations : test day results -- Employing the ESCC information -- Some last reflections on the subject -- Implications & limitations -- Summing up
Summary
Investigation of the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular
