Abstract
Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker.
| Original language | English |
|---|---|
| Pages (from-to) | 977-1004 |
| Number of pages | 27 |
| Journal | European Journal of Marketing |
| Volume | 42 |
| Issue number | 9/10 |
| DOIs | |
| Publication status | Published - 2008 |
Keywords
- customer loyalty
- customer satisfaction
- service levels