Free Open Access article available: "Service quality, customer satisfaction and loyalty in the freight forwarding industry: the moderating role of animosity and CRM"

The following paper, "Service quality, customer satisfaction and loyalty in the freight forwarding industry: the moderating role of animosity and CRM" (International Journal of Business Innovation and Research 35(5) 2024), is freely available for download as an open access article.

It can be downloaded via the full-text link available here.