Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency on technology and greater customer ...

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that ser...

customers extend robust trust to a business when they believe the business puts their interests first. good experience of banking services and recommendations of other customers can increase trust. loyalty and word of mouth (wom) is accepted as key factors successes of marketing. this paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...

In the fierce electronic commerce competition, how to utilize the existing resources to improve customer loyalty has became an important factor for enterprises to guarantee their sustained growth. Through investigation into the customer statics, dynamic and enterprise service attributes, this paper, in order to guarantee higher customer loyalty of enterprises, has used random forest algorithm t...

Background. Attention to the loyalty of fans to the long-term success of sports organizations has become increasingly important. On this note, it seems necessary to pay attention to the variables that predict and influence the loyalty of spectators. Objectives. The aim of this study was to determine the mediating role of satisfaction in the effect of team reputation and team quality on the loy...

Patients exhibited strong loyalty to their physicians. There was no impact of tiering on whether patients decided to switch away from a physician who they'd seen previously. (2) Tiering affected the choices of patients who were selecting new physicians. When patients visited a doctor for the first time, they were less likely to choose doctors in the bottom or non-preferred tier. (3) Patients of...

Aim: In this era of globalisation characterised with rapid spread and usage of Information Communication Technology (ICT) and the capacity to store personal information, the issue of information privacy is becoming an increasing concern. In this study, the attitude of Black South African Generation Y students towards information privacy in relation to loyalty card usage was examined. Method: A ...

This paper aims to investigate customer perceptions of the concept of CRM and its relevance to customer satisfaction and loyalty in the UK retail banking industry. It also seeks to identify the critical factors that can impact on a consumer’s choice of bank. The main research instrument is a questionnaire. 240 questionnaires are randomly distributed. Two statistical modelling techniques namely ...

China’s C2C electronic market has been growing very rapidly. The largest Chinese online auction company, Eachnet, was purchased by eBay but faced tough competition from another Chinese company, Taobao. Taobao’s market share is now twice as large as eBay’s. Why has eBay quickly lost its market share to newly-launched Taobao? This paper developed and tested a theoretical model that explains the e...