Introduction In the literature on services marketing relatively little attention has been paid to the concept of service loyalty. A limited number of attempts have been made to conceptualise service loyalty and to investigate its antecedents (Gremler and Brown, 1996). However, despite these attempts and despite its perceived importance in marketing theory and practice (Jones and Sasser, 1995; R...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...

in today’s competitive world, customers are at the main focus of organizations and the customer loyalty is the main reason of acquiring competitive advantage of organizations. the aim of present research is to investigate the relationship between customer loyalty and one of its key variables, service quality. trust and satisfaction have been investigated here as intermediate variables. this res...

a r t i c l e i n f o Keywords: Knowledge discovery Data mining CRM Behavioral data Loyalty card Customer loyalty programs are largely present in the private sector and have been elaborately studied. Applications from the private sector have found resonance in a public setting, however, simply extrapolating research results is not acceptable, as their rationale inherently differs. This study fo...

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty the banking sector. This study examines moderators of effect intentions on loyalty. Data were collected from bank customers (n = 650) using structured questionnaire through cross-sectional survey Harare, Zimbabwe. found to have direct positive Age was moderate However, gender, e...