..., this study examines the mediating role of customer loyalty in the relationships between hospital image or hospital reputation and customer retention. Design/methodology/approach Drawing on a quantitative, survey-based approach involving 433 customers who have used or are considering non-emergency health...

... on CSR performance. The bidirectional logic chosen by the study is rarely adopted in the global context and has never been tested in the Swedish context. Moreover, the purpose of this paper is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance...