...) and customer loyalty (CLY) within online service interactions. Additionally, the study investigates the moderating role of perceived interactivity (PI) and the mediating effect of CIE in translating CLR into loyalty. Design/methodology/approach Study 1 employed a cross-sectional online survey conducted...

... motivation). Furthermore, this study empirically examines the indirect effects of LMX on customer loyalty through employee motivation and service orientation. Design/methodology/approach This study used a matched sample of 188 retail service employees and 376 customers from a large shopping mall in South...

...Pınar Başgöze; Yaprak Atay; Selin Metin Camgöz; Lydia Hanks Study results indicated that type of reward has a positive impact on the perceived value of a loyalty program. Program loyalty mediates the relationship between the perceived value of the loyalty program and customer loyalty, as well...

... with the bank. The ultimate purpose of a services firm’s relational efforts is to build customer loyalty because (in a banking context) indicates the preference accorded to that bank for day-to-day transactions and new products and services. Loyalty also has the effect of yielding positive informal...

... analyzed using AMOS 24. Findings Service separation negatively moderates (weakens) the ability of the service firms to leverage their social benefits, relational trust and affective commitment to increase customer loyalty and to strengthen overall customer relationships. Research limitations...

...Wade Jarvis; Robyn Ouschan; Henry J. Burton; Geoffrey Soutar; Ingrid M. O’Brien Purpose Both customer engagement (CE) and corporate social responsibility (CSR) have been linked to customer loyalty. Past studies use service dominant logic and customer value co-creation to explain this relationship...

...Stephanie Hui-Wen Chuah; Philipp A. Rauschnabel; Malliga Marimuthu; Ramayah Thurasamy; Bang Nguyen Purpose The purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting. The model, which...

... evaluation (Swan and Trawick, 1981). While a simple confirmation of expectations often has no direct impact on customer loyalty, research claims that disconfirmation has a crucial effect on customers’ behavioral intentions (Jones and Sasser, 1995 ; Kandampully, 1997 ; Leung and Kwong, 2009 ; Schneider...

...Apostolos Giovanis; Pinelopi Athanasopoulou; Evangelos Tsoukatos Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically...

...Moh’d A. Al-hawari Purpose – The purpose of this paper is to explore the relationships between switching barriers and bank customers’ loyalty in the UAE, and their variation according to customers’ emotional stability. Design/methodology/approach – Data were collected from 413 bank...

... as well as these variables’ impacts on customer loyalty. Design/methodology/approach To test the model, the authors conducted a survey and collected self‐administered data for data analysis. The proposed relationships were then tested using structural equation modeling. Findings The findings...

...) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The independent variables of Experiment 2 were the types of rewards (monetary/nonmonetary) and long‐term orientation (high/low), with the dependent variable being customer loyalty. The treatment groups are different...

...Tsu‐Wei Yu; Feng‐Cheng Tung Purpose The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer loyalty. Design/methodology/approach Data for this study were collected using...

...Li‐Wei Wu; Chung‐Yu Wang Purpose This study seeks to understand how elaboration and loyalty programs affect the relative importance of satisfaction and the zone of tolerance (ZOT) in determining customer loyalty to an airline service provider. Design/methodology/approach Hierarchical moderated...

...Chung‐Yu Wang; Li‐Wei Wu Purpose The objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer/provider relationships of different length. Design/methodology/approach Five key constructs, namely: corporate image...

... relationships, and commitment between satisfaction and customer loyalty across search, experience, and credence attribute services. Design/methodology/approach Hierarchical moderated regression analysis was used to test the hypotheses. Findings The results suggest that from search attribute services...

... Group Publishing Limited 2011 Health services Customer relations Doctors Patients Customer satisfaction Customer loyalty The quality of healthcare services is an issue that is generating increasing interest internationally from academics and practitioners. Healthcare services...

... variables, measured on a seven‐point rating scale, anchored by poor – excellent, were used in the survey to capture respondents' views of service performance for each of the three service quality dimensions. Distribution management Outsourcing Customer loyalty Finland Service quality assurance...

...) differently. In particular, it is shown that “benevolence” has a significantly greater influence on customer loyalty than “credibility.” Finally, beside CS, the customer's propensity to trust also influences trust. Research limitations/implications Findings are limited to the cross‐sectional design...

...Richard Ho; Leo Huang; Stanley Huang; Tina Lee; Alexander Rosten; Christopher S. Tang Purpose This paper sets out to present a practical approach to develop an effective customer loyalty program by incorporating competition and heterogeneity in customers' preferences, and by avoiding the pitfalls...