provides insights into how to manage customer emotions effectively. Originality/value Customer satisfaction and loyalty in …Purpose This paper aims to present the triggers of negative customer emotions during a call center encounter and the … impact of emotions on satisfaction and loyalty. It suggests ways of mitigating the negative effects of such emotions. Design …

supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that … clues, mechanic clues and humanic clues) on customer loyalty in the health-care sector of Nigeria. Therefore, when a health … the customers, which invariably retain and build customer loyalty. Research limitations/implications The authors …

This study aims at identifying the most critical factors affecting the customer switching behavior for mobile service …

only practical implications for e-marketers but also directions for future research on online customer attitude and loyalty. …In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed …-based service has grown rapidly in the recent years, but the current understanding of customer retention and attitude in such …

This study builds on existing loyalty literature and theories, and extends to include consumer attitudes impact on … continuous intention and loyalty based on relationship marketing and information systems. Three structural equation models built … predicting consumer loyalty and continuance intention, either as mediator or antecedent. Support was found for all of the …

loyalty. This study helps both marketers and mobile social network providers know the key drivers of customer loyalty in order … applications makes it essential for social network providers and marketers to identify the key factors leading to user loyalty. The … purpose of this paper is to identify the key factors that affect the loyalty of mobile social networks users. The proposed …

commerce and to compare the trust arbitration between reputation and loyalty in two cultures - Finland and Nigeria. Data was … determinant of loyalty for online shopping while trust colligates with ease of use. The effect of an online retailer's website …. Furthermore, trust fully mediates the effect of reputation on loyalty in Finland and partially mediates the effect of reputation …

) Customer satisfaction has an impact on loyalty; H4) Customer purchasing experience has an impact on loyalty. The reliability of … relationship between the experience of online customers, perceived value, satisfaction, and the loyalty is investigated. The main …) Customer purchasing experience has impact on perceived value; H2) Perceived value of customers has impact on satisfaction; H3 …