• Driving Factors and Mechanisms of Service Loyalty Based on Customer Value   [MASS 2012]
  • Author(s)
  • Bo Qu
  • Drawing on customer value theory, this paper proposed a framework to illustrate the relationship and mechanism of customer perceived value, customer satisfaction and service loyalty. Propositions are developed to explain why customer value is the core factor of service loyalty and how it contributes to behavioral loyalty and attitudinal loyalty. The paper concludes with a summary and implications of a customer value-based view of service loyalty.
  • servie loyalty; customer value ; driving factors; mechanisms
  • References
  • [1]
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    Blackwell S A & Barnes J H, "The Antecedents of Customer Loyalty, Journal of Service Research," 1999, vol.1(4), pp. 362-375
    Christian Gronroos, "Service Management and Marketing: Managing the Moments of Truth in Service Competition," 1990, Lexington Books.
    Copeland Melvin T,"Relation of Consumers’ Buying Habits to Marketing Methods,"1923, Harvard Business Review,vol. 1(4),pp. 282- 289.
    Guillaume Bodet, "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services,2008,vol. 15, pp.156–162.

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