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Cited by 478

The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.

Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry

Zins, Andreas H.·2001·International Journal of Service Industry Management
DOI 10.1108/eum0000000005521
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Abstract

Relationship marketing requires a thorough understanding of the long‐run perspective of the supplier‐customer interaction. The concept of customer loyalty can be applied to emphasize the behavioural and attitudinal aspects of this interaction. This study investigates the antecedents of future customer loyalty in the commercial airline industry by applying structural models under four prototypical past loyalty conditions. These conditions are based on behavioural and situational descriptors and labelled in analogy to Day’s compositional approach. It is shown that the superiority of relative attitudes claimed by Dick and Basu cannot be confirmed. Corporate image of the service provider is, along with service quality and customer satisfaction, a powerful and illustrative component for explaining future customer loyalty. When comparing the a priori defined conditions (low, latent, spurious, and true loyalty) it turns out that the structural evaluative differences can be partially interpreted by the phenomena which are described as affective and calculative commitment in the literature. However, it is claimed to consider situational factors such as the character of the buying and decision‐making process in much more detail.

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Metadata

Authors
Zins, A. H.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2001-08-01
Volume
12
Issue
3
Pages
269-294
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/eum0000000005521
OpenAlex
W1485458905
Cited by
478
References
10
FWCI
5.97
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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