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.
Lingua originale | Inglese |
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Pagine | 281-284 |
Numero di pagine | 4 |
Stato di pubblicazione | Pubblicato - 1 gen 2008 |
Evento | Methods, Models and Information Technologies for Decision Support Systems - Lecce, Italia Durata: 1 gen 2008 → … |
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???event.eventtypes.event.conference??? | Methods, Models and Information Technologies for Decision Support Systems |
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Città | Lecce, Italia |
Periodo | 1/01/08 → … |
Keywords
- Behavioral Loyalty
- Attitudinal Loyalty
- Structural Equations Models