...Nor Asiah Omar; Che Aniza Che Wel; Norzalita Abd Aziz; Syed Shah Alam Purpose Retaining and cultivating customer loyalty has become increasingly important for loyalty programme providers and retailers due to the highly competitive environment. The purpose of this paper is to develop and test...

... to retain customer loyalty in times of financial turbulence. Design/methodology/approach The paper presents a survey‐based study targeting Hong Kong‐based manufacturers currently using 3PL companies. It investigates the relationship between the reasons for using 3PL services...

...). Product attributes Benefits Customer satisfaction Customer loyalty Attributes are observable. They can be easily seen and measured, like the tip of an iceberg. The motivations behind these attributes – and their benefits – are like the rest of the iceberg. However, they can be identified...

... of this concept and its critiques are given in Appendix 2, along with an illustration of the SERVQUAL questionnaire. The clarity of this section would have improved with the inclusion of the model illustrating the five gaps. Customer loyalty, which has become the spearhead of strategy to retain customers...

... that the exercise has been worthwhile. In Chapter 14, they explore the concept of customer loyalty and customer segmentation based on ascending levels of customer commitment: non‐committed customers, customers with low commitment, habitually loyal customers, and totally committed customers. They suggest...