Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement, volitional choice and informational complexity) on affective, calculative and normative commitment to ...

Private karaoke rooms (known as “KTV” or karaoke television) are a special type of leisure space in Taiwan. The focus of this study is to show the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the KTV industry. This study examines two chain KTV operations in Taiwan, with two locations for each chain; the study comprises a total of 255 valid qu...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small business...

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...

a r t i c l e i n f o Keywords: Customer–brand identification Company identity Brand identity Social identity Brand loyalty This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. Th...

BACKGROUND Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. METHODS This research focuses on hospital patients as participants in the process of healt...

severity of rivalry in markets and importance of customer’s maintenance for organization enforced them to gain toward creation, keeping and promotion the relationship with customers and according to scholars’ findings; relationship marketing is one of the best ways. the conceptual model which is used in this paper, aims to investigate the effects of relationship marketing value dimensions such ...

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...

Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of eservices, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which dif...