The paper describes a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). Two different dimensions of loyaltyare considered: Behavioral Loyalty and Attitudinal Loyalty, that are analyzed in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.
A client loyalty model for services supplied for middle-long periods
CHIRICO P.
;
2011-01-01
Abstract
The paper describes a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). Two different dimensions of loyaltyare considered: Behavioral Loyalty and Attitudinal Loyalty, that are analyzed in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.File in questo prodotto:
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2011 Client Loyalty Model_postprint.pdf
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