Network Effect on Loyalty for Service Systems
نویسندگان
چکیده
Customer loyalty is always an important index for service providers to consider in service systems. It represents the probability of repurchasing. The paper focuses on the study of loyalty in the networked environment. We propose one mathematical model to describe satisfaction and analyze how satisfaction and switching cost influence loyalty by using the catastrophe model. Comparing with previous studies, the proposed study considers the influence factors, such as word-of-mouth and past experience, reflects one’s preference when facing othersresponse, and especially strengthens the effect of interaction between customers on loyalty. Utilizing a scale-free network, simulation experiments also show that customer interactions play an important role on loyalty.
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