Purpose – This paper seeks to demonstrate that assuming an increase in satisfaction will always lead to greater loyalty oversimplifies the complex association between these constructs. A more accurate view of the satisfaction‐loyalty relationship is gained by examining the moderating effect...

Purpose – While satisfaction, value, image, and credibility are commonly assumed to drive customer loyalty, there is nevertheless reason to question whether their effects vary across groups of consumers. This paper seeks to explore how individuals with contrasting need-for-cognition (NFC)...

Purpose – The present study seeks to examine how perceived uncertainty of reward schedule and reward frame (i.e. segregated vs aggregated) affect consumers ' evaluation of loyalty programs. Design/methodology/approach – The authors conducted three experiments to test the hypotheses. Findings...

Customer loyalty is a major strategic objective and focus in marketing. It has been suggested that brand reputation is a major driver of customer loyalty, and hence companies seek to increase the equity of their brands. Quality affects not only customer satisfaction, but also the reputation of...

Purpose – The purpose of the paper is to bring to the attention of academics the innovations which have rapidly been developed to sell goods and services across sectors using what the authors describe as “confusion marketing”. Design/methodology/approach – This is a conceptual,...

Purpose – This research aims to examine the consequences of customer justice perception and the role of customer affection in the context of service failure and recovery. Design/methodology/approach – Survey data were analyzed using confirmatory factor analysis and structural equation...

Purpose – The goal of this paper is to empirically investigate the effects of an loyalty program (LP) introduction and termination, accounting for simultaneous effects of LP designs, cross-customer effects and competition effects. Despite firms across the globe spend billions of dollars on...

Suggests that source loyalty can be described as the preference of a buyer to purchase a product or service from the same source as previously. Investigates the case of freight transport. Reveals a high degree of loyalty among respondent firms, which is attributable to service quality.

The latter part of the twentieth century saw the transition from a sales‐oriented environment to a marketing‐oriented one. At the beginning of the twenty‐first century this is particularly developing in the direction of “customer focus”. Consequently, the key to achieving business...

Argues that many performance improvement programmes can be evaluated in the light of expected gains in customer retention, which in turn will improve profits. Customer service transactions involve people who are supported by computers. Therefore, a performance improvement strategy will consider...