In this study some differences in brand value in online channels are examined and compared with physical channels. The arguments presented lead to two hypotheses about brand loyalty in these environments. The first is that brand loyalty will be greater in online channels and the other that this difference is greater in product categories in which sensory factors predominate (those perceived by ...

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

The evolution of information technologies has produced changes in learning, creating ubiquitous learning. This paper presents a case study on institutional repository service quality and users’ loyalty to College Libraries in Taiwan. Hierarchical regression analysis was used to test the hypotheses. (1) Institutional repository service quality has a direct positive prediction on users’ loyalty. ...

In differentiated product markets where consumer preferences are characterized by brand loyalty, an important role for advertising may be to overcome brand loyalty by encouraging consumers to switch to less familiar brands. Using a scanner panel dataset of breakfast-cereal purchases, I find evidence consistent with the hypothesis that advertising counteracts the tendencies of brand loyalty towa...

Agency problems in economics virtually always entail self-interested agency exhibiting “insufficient” loyalty to principal. Social psychology also has a literature, mainly derived from work by Stanley Milgram, on issues of agency, but this emphasizes excessive loyalty – people undergoing a so-called “agentic shift” and forsaking rationality for loyalty to a legitimate principal, as when “loyal”...

Loyalty programs, as a prevalent CRM strategy, aim to enhance customers’ loyalty and thereby increase a firm’s long-term profitability. Recent analytical and empirical studies demonstrate inconsistent findings on the efficacy of loyalty programs in fulfilling these goals. In this study, an analytical model is developed to analyze the effect of customers’ valuation and their post-purchase satisf...

Customer Satisfaction Index (CSI) employs a model for measuring and quantifying the satisfaction of customers who have used particular products and services. CSI provides a uniform measure of customer satisfaction that allows for comparison across industries and it illustrates how customer satisfaction is embedded in a system of cause–effect relationships. Despite discussions of nonlinear relat...

Purpose – This study discusses and tests the combined role of perceived risk, objective knowledge and certainty as moderators in the satisfaction–loyalty relationship. Design/methodology/approach – The authors use survey data of 387 Vietnamese consumers in a food context. A structural equation modelling (SEM) approach for moderator analysis with latent constructs is used to test the hypotheses....

This research investigates the influence of industry on electronic customer relationship management (ecrm) performance. A case study approach with two cases is applied to evaluate the influence of ecrm on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behaviora...

The extant literature on price promotions typically assumes that consumers loyal to a brand never switch to a competing brand, with Shilony (1977) and Raju et al (1990) being exceptions. Extending the Narasimhan (1988) model, we allow loyal consumers to hold finite brand loyalty. Our unique equilibrium splits into three types, depending upon configurations of consumer reservation utility, brand...