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 |
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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