Linking perceived service quality and service loyalty: a multi-dimensional perspective
نویسنده
چکیده
Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth communication; price sensitivity; and complaining behaviour. Further analysis yields an intricate pattern of service quality-service loyalty relationships at the level of the individual dimensions with notable differences across industries. Full Text (9407 words) Copyright MCB UP Limited (MCB) 1999 Josee Bloemer: Faculty of Applied Economics, Limburg University Centre, Diepenbeek, Belgium, and Ko de Ruyter: Maastricht University, Maastricht, The Netherlands Martin Wetzels: Maastricht University, Maastricht, The Netherlands
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