Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small business...

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...

a r t i c l e i n f o Keywords: Customer–brand identification Company identity Brand identity Social identity Brand loyalty This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. Th...

The research investigates the factors leading to user loyalty of Web 2.0 sites. Survey of users in a popular Web 2.0 site in Taiwan was conducted. Results show that sense of belonging and service quality have direct effect while trust affects loyalty indirectly via sense of belonging. In addition, service quality also affects loyalty through trust and sense of belonging. One surprising finding ...

Customers’ Loyalty is important to internet banking. Customers’ Loyalty is not only involved in the survival of internet banking,but also the revenue of intenet banking.This paper studies the factors influencing personal internet banking customers’ loyalty. The model of loyalty of internet banking is constructed on the basis of theoretical research and china’s reality. And the model is tested b...

Loyalty is considered as a key concept in the establishment and maintenance of long term relationships. In this work in progress communication, a theoretical framework is proposed on the basis of the relationship marketing paradigm and commitment trust theory. Loyalty is conceived according to Oliver (1997) as a causal chain composed by cognitive loyalty, affective loyalty, conative loyalty and...

Consumer loyalty may be defined as a singular concept, usually as an attitude toward the loyalty object or as repeatpatronage behaviour; alternatively, the definition may combine attitude and behaviour in either an additive or an interactive expression. We argue that definitions of loyalty are useful if they predict phenomena such as recommendation, search and retention (loyalty outcomes). In t...

OBJECTIVE This study evaluates the effect of healthcare insurance plans on consumer perception of trust in a healthcare institution, and the mediating effect of trust on consumer loyalty towards an institution. METHOD The study was conducted at a healthcare institution in Colombia where a total of 841 patients responded to a questionnaire. RESULTS A structural equation model shows that indi...

Considering the heterogeneity of customer purchase behavior in loyalty programs partnerships, in the asymmetric situation of enterprise A who joins the loyalty programs partnerships while enterprise B who implements customer loyalty programs alone, discussing the win-win mechanism of loyalty programs partnerships through the two stage game model, and providing equilibrium price and asymmetric e...

The proposed model is theoretically grounded in the multi-attribute attitude literature. It is proposed that the antecedents of customer loyalty are be partitioned into three categories. First, supply-side (firm-controllable) customer loyalty antecedents are those satisfaction drivers that comprise total customer experience (TCE). Eight distinct TCE dimensions are identified through preliminary...