In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-valueloyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty ch...

Internet banking is a prominent example of Internet-based applications. Previous research has found that satisfaction, trust, commitment, and loyalty are important factors for Internet banking success. Resistance to adopt Internet banking is often attributed to the role of trust, security, and privacy in e-commerce systems. This study proposes a framework to examine behaviors toward Internet ba...

Smart voice assistants (SVAs) have emerged as new artificial intelligence service platforms. They the capacity to act like actual human and modify traditional forms of human–computer interactions. So, consumers relate their SVA though it was a person, despite knowing that they are interacting with machine. Based on stimulus-organism-response framework, this paper examines feelings love develop ...

This study aims to reveal the influence between CRM, SST, customer satisfaction and loyalty variables with mediation of patient in outpatients Indriati Boyolali Hospital. research used a quantitative descriptive approach—data collection using questionnaires, observations documentation. The location was Hospital which is located at Jl. Raya Boyolali-Semarang No.KM. 02, Mojosngopermai, Mojosongo,...

This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during COVID-19 pandemic trust as a moderating variable. In this study, consists three variables: staff service, operational technical quality. conceptual model was generated by providing four other satisfaction, trust, loyalty, commitment. The 300 respondents were selected to fi...

Department of Management & Marketing King Fahd University of Petroleum & Minerals Dhahran 31261, Saudi Arabia Abstract. Existing streams of literature are integrated to propose a conceptual framework that highlights the antecedents of relationship marketing on customer loyalty and its outcomes. The framework aims to provide insights into the underpinnings of relationship marketing. The proposed...

We explore the consequences of populism for bureaucrats’ incentives by analyzing a model delegated policymaking between politicians and bureaucrats. Populist prefer bureaucrat who implements their policy commitment, while non-populist good with discretion. The presence populist thus determines replacement bad bureaucrats creates to “feign loyalty”. show that feigning loyalty is more prevalent w...

This study describes transformative leadership and work commitment in improving the quality of education at an Aliyah level educational institution Probolinggo Regency. research uses a qualitative case approach. The type used is single instrumental study, namely efforts to improve through principal teacher loyalty. data analysis theme analysis. purpose this provide additional insight into commi...