...@uia.no 22 04 2023 21 02 2024 07 07 2024 04 02 2025 18 09 2025 10 11 2025 12 11 2025 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Customer loyalty Platform markets Sense of community Signaling...

... to transgressions of their favorite brand. Most notably, the authors pioneer in explaining customer retaliation based on brand betrayal and brand shame. Brand transgression Betrayal Shame Brand shame Consumer emotions Retaliation Negative word-of-mouth Customer loyalty Favorite brand Preferred brand...

... equity. Between VE and BE, BE correlates more with WoM. RE correlates more with social equity than VE and BE That is, RE is effective in both WoM and social equity. In addition, the impacts of the CEDs on customer loyalty vary across multiple geographic and methodological characteristics. For example...

... sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from...

... satisfaction and loyalty in a cross-cultural context by addressing the questions: how do customers in different cultural contexts evaluate employee effort and justice, how are employee effort and justice related and what is their impact on post-recovery satisfaction and customer loyalty? We make three...

.... The penultimate section presents propositions identifying potentially fruitful avenues for future scholarly work, followed by the discussion of implications and conceptual maturation in this discipline. © Emerald Group Publishing Limited 2015 Marketing theory Customer satisfaction Customer...

... spend billions of dollars on LPs, it is not clear: whether these programs enhance customer loyalty, what happens if a program is terminated and which LP design elements enhance effectiveness of LPs. Design/methodology/approach – The authors empirically investigate to what extent the effects...

... makes a significant contribution by demonstrating the relationship between customer affection and other key constructs such as justice perception, customer loyalty, and word-of-mouth intention. Practical implications – Customers' distributive justice perception has a significant impact on customer...

... underlying this relationship. Loyalty program Reward frame Uncertainty attitude Segregation Aggregation Customer loyalty Uncertainty management Loyalty programs have become tremendously popular over the past decade, but the impact of loyalty programs on consumer behavior has remained...

...Håvard Hansen; Bendik M. Samuelsen; James E. Sallis Purpose – While satisfaction, value, image, and credibility are commonly assumed to drive customer loyalty, there is nevertheless reason to question whether their effects vary across groups of consumers. This paper seeks to explore how...

... Limited 2013 Intention Habit strength Loyalty Structural equation modelling Food Consumer behaviour Customer loyalty Research on marketing argues that strategies to gain consumer loyalty and to prevent consumers from switching to a competitive product are essential business...

... on the European Customer Satisfaction Index framework are conducted, and PLS path modeling is applied to test the model. Findings Customization increases perceived service quality, customer satisfaction, customer trust, and ultimately customer loyalty toward a service provider. Customization has both direct...

... as the customer perceives greater relationship benefit. These findings suggest that simply enhancing satisfaction will not always generate greater customer loyalty. Research limitations/implications Future research should consider the effects of other moderating variables, such as relationship investment...

... that these two dimensions of innovation have on three distinct customer loyalty dimensions (retention, extension, and referrals). Design/methodology/approach A confirmatory empirical study was conducted based on social exchange theory and customer value theory. The survey responses from 298 firms were...

... of satisfaction, trust and commitment, and ultimately customer loyalty, differs significantly between novice and experienced customer cohorts. Findings The results indicate significant differences between novice and experienced cohorts. Specifically, the impact of confidence, social and special treatment...

...Patrick Vesel; Vesna Zabkar Purpose The purpose of the article is to investigate relationship quality in retail relationships as influenced by its antecedents (loyalty programme quality and personal interaction quality) and resulting in customer loyalty to the retailer. The focus is on loyalty...

... in the automotive services category. © Emerald Group Publishing Limited 2010 Customer loyalty Buyer‐seller relationships Retailing Consumer behaviour Many consumer relationships are anchored on a well accepted linkage of satisfaction to trust to consumer loyalty (Yim et al., 2008...

... objective predictions. This lack of consensus implies that expectations may not have similar connotations to everyone. Hong‐Youl Ha can be contacted at: youl1227@ams‐web.org © Emerald Group Publishing Limited 2010 Customer satisfaction Customer loyalty Internet Shopping Consumer...

... is constructed: H3. Information related e‐service attributes will have a positive influence on e‐satisfaction. © Emerald Group Publishing Limited 2009 Internet shopping Retailing Services Clothing Customer satisfaction Customer loyalty Expanding upon Kim et al.’s...

...Ahmad Jamal; Kyriaki Anastasiadou Purpose Very little research has investigated the effects of service quality dimensions on customer loyalty. Also, up to now, no research has investigated the direct effect of expertise on loyalty and the moderating effect of expertise on the link between...