Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
The aim of this thesis is to examine the impact of rapport on customer retention and word-of-mouth in Private IHEs in Malaysia. The literature has profoundly neglected to account for the role of rapport in determining customer retention and word-of-mouth, a shortcoming this thesis addresses. The ana...
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