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The impact of service innovation on customer satisfaction and customer loyalty: a case in Vietnamese retail banks
Customer loyalty continues to be a crucial factor for retail banks in maintaining market share, increasing revenue and profits, and reducing costs in...
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Customer behavior across competitive loyalty programs
Customers can belong to multiple competing loyalty programs each with multiple reward levels. We extend loyalty program theories by proposing five...
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What drives customer loyalty in a pandemic? Semantic analysis of grocery retailers
The COVID-19 pandemic accelerated online grocery shop** and disrupted customer loyalty. This study analyzes 45,603 Trustpilot reviews of grocery...
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Achieving customer loyalty during post-pandemic: an asymmetric approach
The study aims to investigate causal recipes to improve restaurant customers’ loyalty (LOY) during COVID-19 post-pandemic. The study utilizes...
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Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender
The changes in market dynamics, customer-to-customer interactions, and the use of artificial intelligence have created a great concern among...
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The effect of e-commerce livestreaming services on customer loyalty: a test of the chain mediation model
The outbreak of COVID-19 has made the offline real economy suffer an unprecedented test, and the online e-commerce livestreaming model, as a new...
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Configuring managerial factors to enhance omnichannel experience and customer engagement behaviors for a solid loyalty loop
This study expounds a strategic framework of omnichannel integration to enhance the customer experience in the inner circle of loyalty loop....
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Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty
In a context of increasing competition among financial service institutions, customer affection, and retention are a key factor for survival and...
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The role of authenticity in creating shared value: From the perspective of sports firms’ corporate image and customer loyalty
Authenticity is a decisive factor affecting customers’ judgment of corporate image from a firm’s activities. While much research has been done on...
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Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation
In this ever-growing competitive banking industry, understanding the effect of electronic banking service quality on customers’ satisfaction and...
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The quality of physical–electronic hybrid services and its impact on customer loyalty
The hybridization of in-person service and e-service has become increasingly prevalent in the marketplace during the past decade, but its...
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The influence of brand credibility and brand loyalty on customer satisfaction and continued use intention in new voice assistance services based on AI
The use of Voice Assistance Systems based on Artificial Intelligence (VASAI) -such as Siri, Alexa, and many others- is becoming more and more...
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Customer advocacy and brand loyalty: the mediating roles of brand relationship quality and trust
Customer advocacy is linked to various psychological and brand-related outcomes. However, the potential mechanisms of such relationships remain...
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RETRACTED ARTICLE: The impact of omni-channel collaborative marketing on customer loyalty to fresh retailers: the mediating effect of the omni-channel shop** experience
The relationship between collaborative marketing and customer loyalty has attracted attention in retail practice. However, in omni-channel retail,...
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Marketing Automation and Customer Loyalty
Marketing automation is a promising solution for personalized customer approaches, and the basic principles, applications, and optimizations have...
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Examining the Impact of Sensory Brand Experience on Brand Loyalty
This research investigates five sensory cues (i.e. visual, auditory, olfactory, tactile, and taste) influencing sensory brand experience leading to...
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Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us
The authors synthesize research on the relationship of customer satisfaction with customer- and firm-level outcomes using a meta-analysis based on...
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Measuring Customer Satisfaction and Customer Loyalty
Measuring customer satisfaction and customer loyalty represents a key challenge for firms. In response, researchers and practitioners have developed...
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A contingency analysis of brand reputation and loyalty in the banking sector
This paper investigates the impact of brand reputation (brand personality, brand identity and brand image) on customer loyalty in the banking sector....
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How does CSR of food company affect customer loyalty in the context of COVID-19: a moderated mediation model
Because of COVID-19 in the world, enterprises and consumers pay more and more attention to environmental protection, food safety and health issues....
