Information technology has transformed how travelers interact with travel service providers. Due to fierce competition in the online air travel industry, e-ticketing services have focused attention on fostering customer loyalty. This is an important strategy because, in general, initial transactions with new customers are less profitable than transactions with existing customers. Drawing on res...

The Net Promoter Score (NPS) is still a popular customer loyalty measurement despite recent studies arguing that customer loyalty is multidimensional. Therefore, firms require new data-driven methods that combine behavioral and attitudinal data sources. This paper provides a framework that holistically assesses and predicts customer loyalty using attitudinal and behavioral data sources. We buil...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

Customer Satisfaction Index (CSI) employs a model for measuring and quantifying the satisfaction of customers who have used particular products and services. CSI provides a uniform measure of customer satisfaction that allows for comparison across industries and it illustrates how customer satisfaction is embedded in a system of cause–effect relationships. Despite discussions of nonlinear relat...

LAPLAND UNIVERSITY OF APPLIED SCIENCES-School of Business and Culture Degree programme: Business Management Writer: Wan Tong Thesis title: Analyzing the relationship between Customer Satisfaction and Customer Loyalty Case: Ritz-Carlton Guangzhou Pages (of which appendices): 51 (8) Date: 10 February, 2015 Thesis instructor: Marita Wahlroos This research aims to analyze the relationship between c...

While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for e-service context has not been addressed. This paper describes a theoretical model for investigating the three main antecedent influences on loyalty (attitudinal commitment and behavioral loyalty) for ...

This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers’ affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in tw...

Customer loyalty is one of the important approaches for retailers to improve competitive edge. Despite the importance of customer loyalty, some of the retail stores have lack on service quality, product quality, price strategy as well as customer satisfaction whereas needs a comprehensive work to explain how customers develop loyalty to a particular store. This study aims to evaluate the retail...

This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through tr...