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

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.
Methods, Models and Information Technologies for Decision Support Systems
Lecce, Italia
18-20 settembre 2008
Methods, Models and Information Technologies for Decision Support Systems
Università del Salento
281
284
9788883050602
Behavioral Loyalty; Attitudinal Loyalty; Structural Equations Models
P. CHIRICO; A. LO PRESTI
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2318/47909
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