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...

• The tradeoff between fairness and loyalty corresponds to whistleblowing decisions. • Experimental and dispositional variation in this tradeoff maps onto whistleblowing. • Five studies demonstrate this previously undocumented relationship. • These results shed light on a novel psychological determinant of whistleblowing. a b s t r a c t a r t i c l e i n f o Whistleblowing – reporting another ...

OBJECTIVE To assess the construct validity and reliability of the Portuguese version of the European Task Force on Patient Evaluation of General Practice Care questionnaire. METHODS We applied the Portuguese version of the European Task Force on Patient Evaluation of General Practice Care to 392 users of 20 Family Health Units from the North of Portugal. The validity of the construct was eval...

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...

The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed the study of brand loyalty stages by Oliver (1997)...

Customer loyalty is a component with considerable focus on by relationship-oriented marketing. Firm brand is one of the factors that play significant role in creating brand loyalty. Therefore in this research, we studied brand effect on customer loyalty. Also in this research, we examined customer satisfaction, loyalty, perceived quality and brand equity (brand value) in relation to customer lo...

As e-business grows rapidly, interests in design principles for e-business web sites are increasing. A few studies have suggested design principles with concrete design features, but failed to link the features to the performance of an e-business site, such as attitudes of its customers or financial performance of the e-business company. This paper proposes a comprehensive framework that covers...

The purpose of this paper was to demonstrate empirically that attitudinal loyalty and satisfaction are divergent concepts. The results of this paper indicate that attitudinal loyalty is satisfaction driven and that satisfaction and attitudinal loyalty are related but divergent concepts. However had the analysis relied exclusively on correlation or exploratory factor analysis the empirical resul...

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on effect e-service quality e-loyalty customers Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia.Methodology gathered primary data by distributing questionnaires a number 200 BSI that were selected as respondents using purposive sampling technique. A Structural Equation Modelling (SEM) technique is used t...