Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana

Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service environment. In addition, the effect of customer satisfaction/delight (CSD) on their loyalty is established. Design/methodology/approach: The research design...