The DOI matches its Crossref record; 21 of the 21 references it cites were found in a registry or an index.
Service Loyalty: An Integrative Model and Examination across Service Contexts
Open accessAbstract
Marketing academics and practitioners generally agree that customer loyalty is vital to business success. There is less agreement on the factors that determine customer loyalty, particularly in service contexts. Research on the determinants of service loyalty has taken three distinct paths: quality/value/satisfaction, relationship quality, and relational benefits. The authors coalesce these paths to derive a model that links dimensions of customer loyalty (cognitive, affective, intention, and behavioral) with a system of determinants. The model is tested with data from varied services (airlines, banks, beauty salons, hospitals, hotels, mobile telephone) and 3,500 customers in China. Results are consistent across contexts and support a multidimensional view of customer loyalty. Key loyalty determinants are customer satisfaction, commitment, service fairness, service quality, trust, and a construct new to service loyalty models—commercial friendship. The research contributes to the literature by providing a more complete, integrated view of customer loyalty and its determinants in services contexts.
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On the Evaluation of Structural Equation Models
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Cited by
Boonlertvanich, K. (2019) · International Journal of Bank Marketing · doi:10.1108/ijbm-02-2018-0021 · Cited by 319
Customer engagement behaviors: The role of service convenience, fairness and quality
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.018 · Cited by 313
Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
Tabrani, M., Amin, M., & Nizam, A. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2017-0054 · Cited by 257
Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018) · Journal of Quality Assurance in Hospitality & Tourism · doi:10.1080/1528008x.2018.1429981 · Cited by 127
Developing a Scale to Measure Customer Loyalty
Bobâlcă, C., Gătej(Bradu), C., & Ciobanu, O. (2012) · Procedia Economics and Finance · doi:10.1016/s2212-5671(12)00205-5 · Cited by 94
Metadata
- Authors
- Han, X., Kwortnik, R. J., & Wang, C.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2008-06-16
- Volume
- 11
- Issue
- 1
- Pages
- 22-42
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2099404189
- Cited by
- 303
- References
- 21
- FWCI
- 21.48
- Type
- journal article
- Language
- en
- Open access
- green
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Data sources
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).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
