Purpose – This paper aims to investigate the effects of customer equity drivers on customer loyalty via customer trust in a B2B context. Design/methodology/approach – A self‐administered online survey was conducted to collect data from the organizational customers of an on‐hold service...

Purpose The purpose of this paper is to extend research on customer loyalty status and customer demotion by investigating if the effect of demotion on customer attitudinal and behavioral responses is the same for top-tier and low-tier customers in the context of airlines....

Examines the role and importance of customer‐contact personnel in the marketing of a bank′s financial services and the importance of customer service in retail banking. Customer‐contact personnel from suburban branches of an Australian retail bank identified their level of agreement with...