In the present paper we propose a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). We consider two different dimensions of loyalty: Behavioral Loyalty and Attitudinal Loyalty, that we suggest to analyze in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.
A customer loyalty model for services based on a continuing relationship with the provider
CHIRICO, PAOLO;LO PRESTI, Anna
2008-01-01
Abstract
In the present paper we propose a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). We consider two different dimensions of loyalty: Behavioral Loyalty and Attitudinal Loyalty, that we suggest to analyze in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.File in questo prodotto:
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