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Cited by 303

The DOI matches its Crossref record; 22 of the 22 references it cites were found in a registry or an index.

Service Loyalty: An Integrative Model and Examination across Service Contexts

Open access
Xiaoyun Han, Kwortnik, Robert J., Chunxiao Wang·2008·Journal of Service Research
DOI 10.1177/1094670508319094
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Abstract

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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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
DOI
10.1177/1094670508319094
OpenAlex
W2099404189
Cited by
303
References
22
FWCI
21.48
Type
journal article
Language
en
Open access
green

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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).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.