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.
- customer loyalty
- customer satisfaction
- service levels
Walsh, G., Wunderlich, M., & Evanschitzky, H. (2008). Analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004. https://doi.org/10.1108/03090560810891109