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As competition increases, both locally and globally, more and more organizations face the need to preserve their clientele while minimizing preservation and marketing costs. Through an empirical analysis of customers of a logistics service provider in Israel, it is argued that service providers can intelligibly influence customers´ impression and emotional experience they got through the service providing interaction. Moreover, if this impression is positive, then customers perceive an added value in the service interaction and tend to develop a long lasting commitment to the organization, which develops into loyalty. In general, this rational was validated by the research.

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Israel Boxer is a lecturer of Marketing at MLA college Israel. He received his Master´sDegree from Derby University England, and his PhD degree from Pécs UniversityHungary, both in business and administration. He received another master degreein Law at Bar Ilan University Israel. He has written in over 200 articles and10 academic papers.

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