This paper introduces a behavioral model that investigates well-known loyalty antecedents. The model proposes that trust and satisfaction mediate the effect of service quality on loyalty. Structural equation modeling confirms the fit of the model, and it demonstrates significance explaining 65% of student loyalty toward mobile service providers in the UK. The invariance analysis demonstrates th...

Hierarchical loyalty programs award elevated customer status (e.g., “elite membership”) to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm. Building on prospect theory and emotions th...

Customer loyalty is seen as one of the key factors of a company’s success. According to current research results, a necessary premise among others to gain customer loyalty is how the customers perceive the customer service. In the field of B2C e-commerce online customer support areas are used to fulfill parts of this support duty. It is an open question how big the impact of the online customer...

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...

Not until very recently has mobile phone technology become sophisticated enough to allow more complex customized programs, which enable companies to offer new services to customers as part of customer relationship management (CRM) programs. In order to enhance customer relationships and to be adopted by customers, new mobile services need to be perceived as valuable additions to existing servic...

The article discusses the e ect of context on customer engagement and presents propensity to engage as an attitudinal antecedent of loyalty behaviors. We argue that customers may hold di erent propensity to engage depending on the speci!c service context, which in turnwill in"uencemore or less favorable behaviors. Data were collected through a convenience sample of 516 consumers in two settings...

To be successful, organizations must look into the needs and wants of their customers. That is the reason why many researchers and academicians have continuously emphasized on the importance of customer satisfaction, loyalty and retention. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organisation’s profitability. Du...