Effective Customer Relationship Management: How Emotion Drives Sustainable Success
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List of Tables

Table 1. Products represented in the sample.

41

Table 2. Companies represented in the sample.

43

Table 3. Pretested factor loadings and reliabilities.

47

Table 4. Reliabilities, means, and SDs for factors.

48

Table 5. Variance explained for three last stage factors.

51

Table 6. Factor loadings for three last stage factors.

52

Table 7. Correlations between factors (last stage).

52

Table 8. Variance explained for four stage now factors.

54

Table 9. Factor loadings for four stage now factors.

55

Table 10. Correlations between factors (stage now).

55

Table 11. Variance explained for dependent variables factors.

58