A customer loyalty model for services based on a continuing relationship with the provider

Paolo CHIRICO; LO PRESTI A.

A customer loyalty model for services based on a continuing relationship with the provider

Paolo CHIRICO
, LO PRESTI A.

Department of Law, Political, Social and Economic Sciences

Research output: Contribution to conference › Paper

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.

Original language	English
Pages	281-284
Number of pages	4
Publication status	Published - 1 Jan 2008
Event	Methods, Models and Information Technologies for Decision Support Systems - Lecce, Italia Duration: 1 Jan 2008 → …

Conference

Conference	Methods, Models and Information Technologies for Decision Support Systems
City	Lecce, Italia
Period	1/01/08 → …

Keywords

Behavioral Loyalty
Attitudinal Loyalty
Structural Equations Models

Cite this

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title = "A customer loyalty model for services based on a continuing relationship with the provider",

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.",

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AB - 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.

KW - Behavioral Loyalty

KW - Attitudinal Loyalty

KW - Structural Equations Models

KW - Behavioral Loyalty

KW - Attitudinal Loyalty

KW - Structural Equations Models

UR - https://iris.uniupo.it/handle/11579/92956

M3 - Paper

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EP - 284

T2 - Methods, Models and Information Technologies for Decision Support Systems

Y2 - 1 January 2008

ER -

A customer loyalty model for services based on a continuing relationship with the provider

Abstract

Conference

Keywords

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