... the relationships between corporate reputation, brand crisis (a value-related crisis) and customer loyalty. The second goal is to examine how attribution moderates the impact of a brand crisis in the marketplace. Design/methodology/approach The research involved an empirical study conducted in the state...

... on the customer loyalty. Design/methodology/approach The study employed a purposive sampling method for collecting data from 232 respondents using a self-administered questionnaire. Variance-based structural equation modelling (PLS-SEM) was used for testing the proposed structural model. Findings Results...

... 06 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Brand Customer loyalty Double jeopardy E-commerce E-store Market share Market penetration Repeat buying Retention Triple jeopardy In today's world, not only the number...

... the corresponding customer (i.e. how large will the impact of the active resource on the customer). © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Marketing intelligence Customer loyalty Artificial intelligence Biased-randomized algorithms Customer lifetime...

...Sara Quach; Park Thaichon; Robin E. Roberts; Scott Weaven Purpose Adopting exchange theory and social orientation of loyalty, this research investigates the antecedents of customer loyalty consisting of (1) loyalty layers (i.e. personal loyalty, relationship with consumption communities and local...

... the PRISMA statement. The Web of Science and SCOPUS databases were examined for prior studies of digitalisation and customer loyalty in an insurance setting. Findings The most recurrent themes were those deemed to be of most interest to the wider academic community and in greatest need of additional...

... Management (CRM) Segmentation Customer loyalty For most organizations, understanding customers will be the key to success, while lack of this understanding can be a recipe for failure. It is so important to satisfy customers with a constant drive, which is most likely the only concern for those...

... investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers...

...Munyaradzi W. Nyadzayo; Civilai Leckie; Heath McDonald Purpose The purpose of this paper is to investigate the role played by corporate social responsibility (CSR) in building relationship quality (RQ) in the context of sports organisations. In turn, the link between RQ and customer loyalty...

... the relationships among customer service, customer satisfaction, and customer loyalty. The paper has developed the importance of customer service in the Turkish shopping centres. Assistant Professor Emel Kursunluoglu can be contacted at: emel.kursunluoglu@yasar.edu.tr © Emerald Group Publishing Limited 2014...

... will have an effect on customers' evaluations of the service and impression towards the service firm (Lovelock and Wirtz, 2007). In the face of intensified competition and sophisticated consumers, service firms are increasingly interested in improving customer relationships and building customer loyalty...

... for the cost‐effective management of RM are provided. Originality/value This is the first study to examine supermarkets' perspectives on RM approaches, by seeking responses from the retailers rather than the customers. Supermarkets, Relationship marketing Customer loyalty Retailing Germany United...

... such as personal determinism and social bonding. Therefore, we put forward the following hypothesis: Dalton (2003) cites three factors that drive customer loyalty – value, trust and going the extra mile. He states that customers are loyal to people who help us solve problems and expand beyond what...

... construct and hence can be considered as more robust. The conceptual model is shown in Figure 1 . © Emerald Group Publishing Limited 2008 Trust Customer satisfaction Customer loyalty Electronic commerce Customer services quality With greater penetration of the internet...

...Robert Gee; Graham Coates; Mike Nicholson Purpose The purpose of the paper is to draw together the salient issues surrounding customer loyalty and customer relationship management (CRM) into a single coherent discussion. Various schools of academic thought are examined. The paper concludes...

...An‐Tien Hsieh; Chung‐Kai Li Purpose The purpose of the paper is to investigate the relationship between customer perceptions of public relations (PR) and customer loyalty; to test for the moderating role of brand image in that relationship. Design/methodology/approach Data were collected...

... partners”. Originality/value The paper offers an actionable strategy for customer retention and enhancement. Mario J. Miranda can be contacted at: mario.miranda@vu.edu.au © Emerald Group Publishing Limited 2008 Customer loyalty Supermarkets Credit cards Loyalty schemes Australia...

...Nelson Oly Ndubisi Purpose To examine the impact of relationship marketing strategy on customer loyalty. Design/methodology/approach A questionnaire derived from previous studies and the relevant literature was completed by 220 bank customers in Malaysia. Multiple regression analysis assessed...

...Nelson Oly Ndubisi Purpose This paper aims to investigate the role of gender in the association of relationship marketing underpinnings (namely trust, commitment, communication, and conflict handling) with customer loyalty. Design/methodology/approach Data for the research were collected...

...Jennifer Rowley Purpose To propose a categorisation of customer loyalty types to further increase our understanding of the nature of loyalty. Design/methodology/approach By segmenting customers who are both loyal in attitude and behaviour to a brand, a model is proposed that differentiates...