... on the satisfaction–loyalty link. Design/methodology/approach Using quota sampling methods, data was collected from 300 retail banking customers in an emergent market setting through self-administered questionnaires. In addition, the measurement and structural models were assessed. Findings The study...

.... This study also examines this scale's effects on employee outcomes (such as employee loyalty and quiet quitting). Design/methodology/approach The authors developed the dark side of the IC scale through qualitative interviews and a review of relevant literature. Statistical techniques such as exploratory...

...Tendai Douglas Svotwa; Charles Makanyeza; Mornay Roberts-Lombard; Olumide Olasimbo Jaiyeoba Purpose This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the moderating effect...

...Berta Tubillejas-Andrés; Amparo Cervera-Taulet; Haydee Calderon Garcia Purpose This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried out to predict loyalty behaviours in a cultural...

...Emily Mary Grott; Jesus Cambra-Fierro; Lourdes Perez; Mirella Yani-de-Soriano Purpose The aim of this study is two-fold. Firstly, to examine the outcomes of co-creation from a customer perspective using well-recognised customer management variables (customer satisfaction, loyalty and word-of-mouth...