During the last two decades, studies on customer citizenship behavior in the service context
have gained the attention of researchers. However, there is no comprehensive review …

Research suggests that while customer satisfaction and loyalty provide a foundation for high
levels of customer lifetime value, they support a range of customer behaviors with widely …

This study examines the relationships and the impacts of service quality, customer
satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This …

This study examines the mediating role of customer relationship management (CRM) quality
to better explain the effects of service evaluation variables (service quality, customer …

Social media has become the modus operandi of the 21st century. Building on the
foundation of Web 2.0, social media applications have facilitated unprecedented growth in …

Every business organizations success depends on the satisfaction of the customers.
Whenever a business is about to start, customers always come “first” and then the profit …

Purpose–This paper aims to examine whether the strength of positive brand relationship can
either mediate between trust, satisfaction, attitude towards the brand and loyalty or moderate …

This paper develops a general service sector model of repurchase intention from the
consumer theory literature. A key contribution of the structural equation model is the …

Service encounters are critical in all industries, including those that have not been
traditionally defined as service industries. The increasing deployment of technology is …

Customer loyalty presents a paradox. Many see it as primarily an attitude‐based
phenomenon that can be influenced significantly by customer relationship management …