The purpose of this study is to examine the moderating role of perceived hidden inflation on the relationships between service quality, brand trust and brand loyalty. All data collected from the target population are analyzed through two-step structural equation modeling (SEM) and moderated multiple regression (MMR) to examine the hypotheses. 1,050 questionnaires are randomly distributed at 21 ...

Loyalty programs are promoted by vendors to incentivize loyalty in buyers. Although such programs have become widespread, they have been criticized by business experts and consumer associations: loyalty results in profiling and hence in loss of privacy of consumers. We propose a protocol for privacy-preserving loyalty programs that allows vendors and consumers to enjoy the benefits of loyalty (...

We show that loyalty discounts create an externality among buyers even without economies of scale or downstream competition, and whether or not buyers make any commitment. Each buyer who signs a loyalty discount contract softens competition and raises prices for all buyers. We prove that, provided the entrant’s cost advantage is not too large, with enough buyers, this externality implies that i...

Workplace Performance, Worker Commitment and Loyalty Using matched employer-employee level data drawn from the 2004 UK Workplace and Employee Relations Survey, we explore the determinants of a measure of worker commitment and loyalty (CLI) and whether CLI influences workplace performance. Factors influencing employee commitment and loyalty include age and gender, whilst workplace level characte...

The emerging social media brand communities provide a good platform for marketers to promote brands to their members. Marketers are devoting time and efforts to building their social media fan pages; however, the elusive question of whether their social media fans exhibit any behavioural loyalty in terms of actual purchase behaviour remains unanswered. Based on the characteristics of social med...

The Malaysian hypermarkets have steadily increased over the past decades with brand loyalty emerging as a frontrunner in the retail industry. There have been copious studies related to the effects of marketing mix towards brand equity instead of brand loyalty. It is the intention of the researcher to identify the effects of marketing mix on brand loyalty in the Malaysian hypermarkets sector. Th...

The literature on store loyalty views a consumer as possessing store loyalty towards a particular store for her/his overall grocery shopping needs. In this study, we show that store loyalty is a category-specific trait of a consumer. In other words, while a given customer may be loyal to Store A in category 1, the same customer may be loyal to Store B in category 2. We call this store-category ...

This paper examines the links between service quality, customer satisfaction and loyalty in logistics outsourcing relationships. Besides service quality, also the role of inter-firm relationships and service provider’s image are examined. A theoretical model is developed and tested with structural equation modeling using survey data from industrial companies in Finland. It is shown that perceiv...

Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency on technology and greater customer ...