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need to clarify the link to satisfaction/value etc - where did this break down exactly?

i guess the link to service was lost with the jump to experience... although the link to loyalty remains. so the link is from critical incident to experience to rt(experience) to loyalty

each of them seem theoretically sound (apart from RT)

CIT (? used by Petrick- need to check)
Experience Economy (Pine & Gilmore)
Loyalty (Zeithaml)

Leaning towards more of an orthodox look at RT - with standard questions. (allows for benchmarking).