Preface - 6 Brief Contents - 8 Table of Contents - 9 Introduction - 16 Ch.2:ELEMENTS AND DIMENSIONS OF CUSTOMER SATISFACTION AND LOYALTY - 28 Ch.3:EMOTIONAL SATISFACTION OF CUSTOMER CONTACTS: THE ESCC MODEL - 38 Ch.4:FROM THE ESCC OBSERVATIONS TO CUSTOMER LOYALTY - 56 Ch.5: THE ESCC SURVEYS - 68 Ch.6:THE ESCC OBSERVATIONS: TEST DAY RESULTS - 100 Ch.7:EMPLOYING THE ESCC INFORMATION - 124 Ch.8:SOME LAST REFLECTIONS ON THE SUBJECT - 132 Ch.9:IMPLICATIONS & LIMITATIONS - 138 Ch.10: SUMMING UP - 142 APPENDIX - 152 REFERENCES - 166

About the Author

Huseyin Gungor is a visiting researcher at the UvA and an international consultant specializing in customer services, customer experience and emotional loyalty. He is a jury member of the National Contact Center Awards (NCCA) of the Netherlands, a judge in contact center world awards, and also serves as a member of Banking Advisory Board of European Financial Marketing Association (EFMA).

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