This study aims at identifying the main dimensions of logistics service quality (LSQ) and analysing their effects on satisfaction and loyalty in B2B settings. For this purpose an integrative structural model of logistics service performance impact on satisfaction and loyalty is proposed and tested in a self-built logistics setting. On evidence drawn, through a dedicated research instrument, fro...

This research examines the exogenous antecedents of loyalty in the purchase of 3C products. In the proposed model, we assess how the direct effects of technology readiness, satisfaction, and electronic word-of-mouth on consumers’ loyalty and the indirect effects of technology readiness on loyalty via satisfaction and electronic word-of-mouth. Data was collected via online survey from experience...

BACKGROUND AND AIM There is little academic research on tobacco brand loyalty and switching, and even less in restrictive marketing environments such as Australia. This paper examines tobacco brand family loyalty, reasons for choice of brand and the relation between these and sociodemographic variables over a period of 10 years in Australia. METHODS Data from current Australian smokers from 9...

SATISFACTION AS ANTECEDENTS ABSTRACT Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are centra...

Application service providers are trying their best to enhance existing customers’ loyalty because of the prosperous and competitive market. Customers switch suppliers based on economic evaluation. Other suppliers easily imitate the competitive edge derived from price and cost factors. From social exchange theory and relationship management, psychological factors are important for industrial cu...

Do store brands help differentiate a store to attract store loyal consumers? Or do they attract price sensitive cherry pickers who are not store loyal? To answer these questions empirically, the authors construct appropriate metrics of store brand loyalty and store loyalty, that do not impose mathematical relationships between the two variables—a problem with recent works in this area. Using da...

This research looks into the influence of the service quality and price on customer’s satisfaction and loyalty of commercial airline service industry. The objective of this research is to test and analyse the effect of service quality and price toward customer’s satisfaction and loyalty. This research used primary data through a survey of 310 respondents. The respondents were passengers, who ha...

Loyalty is an essential component of multi-community engagement. When users have the choice to engage with a variety of different communities, they often become loyal to just one, focusing on that community at the expense of others. However, it is unclear how loyalty is manifested in user behavior, or whether certain community characteristics encourage loyalty. In this paper we operationalize l...

While the importance of customer loyalty has been recognized in marketing literature for at least three decades, the development and empirical validation of a customer loyalty model in a mobile commerce (m-commerce) context had not been addressed. The purpose of our study was to develop and validate such a customer loyalty model. Based on IS and marketing literature, a comprehensive set of cons...

The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The res...