Linking perceived service quality and service loyalty: a multi‐dimensional perspective

J Bloemer, KO De Ruyter, M Wetzels - European journal of marketing, 1999 - emerald.com
In recent research on service quality it has been argued that the relationship between
perceived service quality and service loyalty is an issue which requires conceptual and …

Service loyalty: The effects of service quality and the mediating role of customer satisfaction

A Caruana - European journal of marketing, 2002 - emerald.com
Abstract Service loyalty, with its final effect on repurchasing by customers, appears to have
received relatively little attention. This study starts by first delineating the concept of service …

Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece

K Alexandris, N Dimitriadis, D Markata - Managing Service Quality …, 2002 - emerald.com
The purpose of this study was to investigate the degree to which behavioral intentions could
be explained by service quality dimensions. Zeithmal et.'s theoretical framework was used to …

On the relationship between perceived service quality, service loyalty and switching costs

K De Ruyter, M Wetzels, J Bloemer - International journal of service …, 1998 - emerald.com
In the services marketing literature it has been argued that the concept of service loyalty
needs further conceptual and empirical investigation. In this paper a theoretical framework …

Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis

P Chao - The service industries journal, 2008 - Taylor & Francis
Customer loyalty has emerged as a strategic imperative for most firms. Many studies
conducted in different industries have empirically proven that the overall perception of …

Service quality and customer loyalty perspectives on two levels of retail relationships

A Wong, A Sohal - Journal of services marketing, 2003 - emerald.com
This study attempts to examine the impact of service quality dimensions on customer loyalty,
on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to …

A critical examination of service loyalty measures

D El-Manstrly, T Harrison - Journal of Marketing Management, 2013 - Taylor & Francis
Abstract Service loyalty is attracting growing interest as a result of the important role that
services play in today's global economy. Advances in technology have increased the …

[PDF][PDF] An assessment of the mediating effect of customer satisfaction on the relationship between service quality and customer loyalty

MK Yadav, AK Rai - IUP Journal of Marketing Management, 2019 - researchgate.net
Service quality has fetched the attention of service marketing researchers and service
industry practitioners in recent years due to its specific contribution to business …

Measuring service quality: a reexamination and extension

JJ Cronin Jr, SA Taylor - Journal of marketing, 1992 - journals.sagepub.com
The authors investigate the conceptualization and measurement of service quality and the
relationships between service quality, consumer satisfaction, and purchase intentions. A …

Evaluative and relational influences on service loyalty

K Butcher, B Sparks, F O'Callaghan - International Journal of Service …, 2001 - emerald.com
Four attitudinal components of customer loyalty were synthesised from the services literature
and combined to produce a loyalty conceptualisation that excludes repurchase behaviour …