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Cited by 104Customer Service Quality and LoyaltyCustomer churn and segmentationConsumer Behavior and Marketing Influence

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Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

Baumann, Chris, Hoadley, Susan, Hamin, Hamin, Nugraha, Albert·2017·Journal of Retailing and Consumer Services
DOI 10.1016/j.jretconser.2016.12.005
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Metadata

Authors
Baumann, C., Hoadley, S., Hamin, H., & Nugraha, A.
Affiliations
  • Seoul National University (KR)
  • University of Technology Sydney (AU)
  • Krida Wacana Christian University (ID)
  • Satya Wacana Christian University (ID)
Corresponding author
Baumann, Chris
ORCID
Venue
Journal of Retailing and Consumer Services
Publisher
Elsevier BV
Published
2017-05
Volume
36
Pages
62-74
ISSN
0969-6989 (ISSN-L)
DOI
10.1016/j.jretconser.2016.12.005
OpenAlex
W2579074552
Cited by
104
References
6
Citations by year
2026: 1 · 2025: 7 · 2024: 10 · 2023: 16 · 2022: 3 · 2021: 24 · 2020: 18 · 2019: 11 · 2018: 13 · 2017: 1
FWCI
21.22
Type
journal article
Language
en
Open access
closed
Licence
www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations
  • Journal of Retailing and Consumer Services (publishedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
  • OPUS - Open Publications of UTS Scholars (University of Technology Sydney) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
customer loyalty, competitiveness, service quality, customer satisfaction, market stability, market volatility, bank customers, banking services, mediation

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