... and capacity, are important drivers of LP engagement. In addition, results also show that LP engagement leads to retailer engagement and customer loyalty (both attitudinal and behavioural loyalty). fsQCA results show that combination of trust, commitment and perceived benefits is the key configuration...

...@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...

... Brand shame Consumer emotions Retaliation Negative word-of-mouth Customer loyalty Favorite brand Preferred brand Effect of desire for retaliation on negative word-of-mouth. Existing literature consistently suggests a strong relationship between consumers’ desire for retaliation...

... 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...

... at: yani-de-sorianom@cardiff.ac.uk 09 09 2017 29 03 2018 30 08 2018 14 10 2018 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Culture Customer satisfaction Customer loyalty Service recovery Perceived justice Perceived...

... generate behavioural confusion (Simonson, 1994) which is often quantified in terms of instances of mistaken purchases and erroneous selections (Miaoulis and D’Amato, 1978). © Emerald Group Publishing Limited 2015 Marketing theory Customer satisfaction Customer loyalty Marketing ethics...

... 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. © Emerald Group Publishing Limited 2013 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...

...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...

... 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...

... 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...

... 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...

... heterogeneity into the relationship anxiety construct, arguing in favor of a non‐additive consumer‐firm emotional attachment nomological network. © Emerald Group Publishing Limited 2010 Customer loyalty Buyer‐seller relationships Retailing Consumer behaviour Many consumer relationships...

... 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...

... by older consumers: empirical evidence and interpretations ”, Journal of Marketing , Vol. 69 No. 2 , pp. 97 ‐ 113 . Lin , H. and Wang , Y. (2006), “ An examination of the determinants of customer loyalty in mobile commerce contexts ”, Information & Management , Vol. 43 No. 3...

... Services Clothing Customer satisfaction Customer loyalty The worldwide web has enabled numerous firms to transform the challenges of the past into the opportunities of the future, not merely in the context of marketing but more importantly as an efficient medium to nurture customer relationships...