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Cited by 1,264

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Wallin Andreassen, Tor, Lindestad, Bodil·1998·International Journal of Service Industry Management
DOI 10.1108/09564239810199923
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Abstract

Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically using structural equation modeling. The data used in the study are included in The Norwegian Customer Satisfaction Barometer. The paper concludes by claiming that for complex services, corporate image and customer satisfaction are not two separate routes to customer loyalty. Corporate image impacts customer loyalty directly whereas customer satisfaction does not. This finding was consistent with high and low service expertise. These results challenge the disconfirmation paradigm which predicts customer satisfaction as the primary route to customer loyalty. From a managerial perspective, information regarding the relative strength of the two routes is vital with regard to resource allocation in order to improve customer loyalty.

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Citations

Cites

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Cited by

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Metadata

Authors
Wallin Andreassen, T., & Lindestad, B.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
1998-03-01
Volume
9
Issue
1
Pages
7-23
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564239810199923
OpenAlex
W1906706893
Cited by
1,264
References
8
FWCI
14.35
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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