Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

This paper examines the shifting role of perceived value and satisfaction in the formation of loyalty over the duration of a relationship life cycle. Drawing on a sample of online shoppers in Taiwan, the results show that the association between loyalty intention and shopping experiences conforms to an S-shaped growth curve. Customers’ intentions to stay with a website appear to be influenced b...

A key challenge to brand managers is how to gain a better understanding of the relationship between brand and customer loyalty constructs. Researchers have recognized that brand identity plays a key role in brand management. The purpose of this paper is to investigate the effect of brand identity and brand identification on brand loyalty through perceived value, customer satisfaction, and trust...

ecrm (electronic customer relationship management) systems focus on using the web-site as the main interaction channel for businesses to simulate an old fashioned one-to-one direct relationship—high touch—with customers. the purpose of this paper is to propose a model for the relationship between ecrm and e-loyalty by conceptualizing that e-loyalty is influenced by e-satisfaction and e-trus...

This study examines three types of rewards in a retail loyalty program context (under-reward, equityreward, and over-reward) and their impact on perceived distributive justice, customer satisfaction, and repatronize intentions. The results from a between-subjects experiment showed that equity-reward produced higher levels of perceived distributive justice than both under-reward and over-reward....

For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty fo...

Customers could switch service provider easily because of lower searching cost and identical service in online environment. Most marketing research for customer loyalty emphasizes the effect of satisfaction and switching barrier, derived from investment model. However, how satisfaction and switching barrier influence customer loyalty has been less conclusive. The possible reason is neglect of c...

A study conducted in a Taiwanese financial services company revealed that affectand role-based loyalty are two distinct types of loyalty to supervisors. The ethical behaviour of supervisors, perceived supervisor support, interpersonal justice, and respect for hierarchy predicted affect-based loyalty, whereas only interpersonal justice and respect for hierarchy predicted role-based loyalty to th...