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

Paolo CHIRICO, LO PRESTI A.

Risultato della ricerca: Contributo alla conferenzaContributo in Atti di Convegno

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 originaleInglese
Pagine281-284
Numero di pagine4
Stato di pubblicazionePubblicato - 1 gen 2008
EventoMethods, 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
CittàLecce, Italia
Periodo1/01/08 → …

Keywords

  • Behavioral Loyalty
  • Attitudinal Loyalty
  • Structural Equations Models

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