... on the touch points – customer experience – loyalty link by using real-time data. Customer experience Real-time Customer loyalty Touch points Experience sampling methodology These days, customer experience is at the very top of every firm’s priority list. Unlike a single product that provides...

... of this paper is to investigate the coproduction paradox of benefits and costs. Design/methodology/approach – One experimental study and two cross-sectional field studies across three service industries test the nonlinear relationship between level of coproduction and customer loyalty...

.... Findings – The results demonstrate that switching costs moderate, in different ways, the relationships between customer loyalty, trust and perceived value. Moreover, the strength of the moderator effects vary according to service type. Research limitations/implications – This study provides new...

... the often widely neglected role of switching experience. Furthermore, the study seeks to add to the discussion of how to specify the role of switching costs: as a mediator or as a moderator. © Emerald Group Publishing Limited 2015 Customer retention Customer satisfaction Customer loyalty...

... but less caution if research in service management is to be advanced more rapidly and made more relevant for practitioners. © Emerald Group Publishing Limited 2014 Customer loyalty Employee ownership Employee satisfaction Deep indicators Employee loyalty Employee trust Clearly...

... Consumer behaviour Customer experience Customer experience quality Customer loyalty Customer satisfaction Customer services quality Pre-purchase satisfaction Repurchasing behaviour Scale development Service experience Article Type: 2013 Awards for Excellence From...

...Sandra Maria Correia Loureiro; Francisco J. Miranda; Michael Breazeale Purpose – The aim of this study is to determine whether the cumulative effects of satisfaction, trust, and perceived value may, under certain conditions, provide more explanatory power for customer loyalty intentions than...

...Bart Lariviere; Timothy L. Keiningham; Bruce Cooil; Lerzan Aksoy; Edward C. Malthouse Purpose – This study aims to provide the first longitudinal examination of the relationship between affective, calculative, normative commitment and customer loyalty by using longitudinal panel survey data...

...Lerzan Aksoy Purpose This research aims to provide a synthesis of the normative prescriptions from the scientific literature as it relates to customer loyalty tracking and an evaluation of how close practice comes to these prescriptions. It offers a description of the landscape for how and why...

... that motivate people's continuance intention of SNSs, we turn to the uses and gratifications literature for deeper insights. Jinhu Jiang can be contacted at: jiangjinhu@mail.xjtu.edu.cn © Emerald Group Publishing Limited 2013 Social networking sites China Customer loyalty Customer retention...

... adopts a customer perspective of EEC and uses customer perceptions of EEC to predict customer outcome. Employee emotional competence Rapport Customer satisfaction Service encounter Customer loyalty Services vary in the extent to which customers interact with employees (Chase, 1978...

... receiving great attention (Prahalad and Ramaswamy, 2004 ; Johnston and Clark, 2008 ; Klaus, 2011). Creating superior customer experiences is now seen as a key objective for service organizations (Verhoef et al., 2009) in their efforts to build customer loyalty (Badgett et al., 2007...

.... Originality/value The paper is the first to illustrate that, in a given service context, the antecedents of customer loyalty may be complex, not only dependent on customer assessments of their interactions and experiences throughout the service process, but also relative to their dispositional...

...Alessandro Arbore; Paolo Guenzi; Andrea Ordanini Purpose Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction. But does he/she help in building customer loyalty too? What...

... be contacted at: stefan.michel@thunderbird.edu © Emerald Group Publishing Limited 2008 Banking Customer satisfaction Customer loyalty Service industries Increasing competitive pressures in many service industries, coupled with declining perceptions of customer service, have led...

... are examined. David Martín‐Ruiz can be contacted at: Email: dmartin@us.es © Emerald Group Publishing Limited 2008 Prices Consumer behaviour Sales prices Profit Customer relations Customer loyalty It is acknowledged that long‐term loyalty is achieved only by firms that establish...

... business with their current customers. Relationship marketing Trust Customer loyalty Customer loyalty has become a top priority in service industries, since it has been proven to strongly affect profitability (Reichheld and Sasser, 1990 ; Rust and Zahorik, 1993 ; Rust et al., 2000...

...Magnus Söderlund Purpose The contemporary interest in customer loyalty has resulted in a proliferation of multi‐item scales containing an aggregated mix of items that appears to reflect different aspects of loyalty. The most common application of this aggregation approach is to include two...

... customer loyalty and financial performance. The possible asymmetries and non‐linearity of certain performance relationships may also have added to the difficulty in applying the model to this organisation. Furthermore, the study revealed many performance linkages between variables which are not aligned...

... of the frustration construct to the analysis of customer behavior in the context of loyalty programs. The contribution is of high value for all who research in the field of customer relationship management and customer loyalty. With regard to highly negative emotions associated with pronounced customer...