Work

A customer loyalty model for services based on a continuing relationship with the provider

Year: 2008

Type: conference-paper

Abstract: En In the present paper we propose a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). We consider two different dimensions of loyalty: Behavioral Loyalty and Attitudinal Loyalty, that we suggest to analyze in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.

Source: Institutional Research Information System University of Turin (University of Turin)

Authors: Paolo Chirico, Anna Lo Presti

Institution: University of Turin

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2142355981

FWCI:

Cites: 13

Cited by: 11

Related to: 10