Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty
This study proposes a conceptual framework that considers customer perceived value, customer satisfaction, and switching costs as antecedents of customer loyalty towards service firms. If factors influencing customer loyalty, which is key to business performance, can be identified, then steps can be...
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| Language: | English |
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2008
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| Online Access: | http://hdl.handle.net/10356/7810 |
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| Institution: | Nanyang Technological University |
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sg-ntu-dr.10356-78102024-01-12T10:26:38Z Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty Xia, Jiulong Erramilli, Murali Krishna Nanyang Business School DRNTU::Business::Marketing::Consumer behavior This study proposes a conceptual framework that considers customer perceived value, customer satisfaction, and switching costs as antecedents of customer loyalty towards service firms. If factors influencing customer loyalty, which is key to business performance, can be identified, then steps can be taken to improve its potential for success. Master of Business 2008-09-18T07:51:39Z 2008-09-18T07:51:39Z 2001 2001 Thesis http://hdl.handle.net/10356/7810 en Nanyang Technological University 107 p. application/pdf |
| institution |
Nanyang Technological University |
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NTU Library |
| continent |
Asia |
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Singapore Singapore |
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NTU Library |
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DR-NTU |
| language |
English |
| topic |
DRNTU::Business::Marketing::Consumer behavior |
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DRNTU::Business::Marketing::Consumer behavior Xia, Jiulong Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| description |
This study proposes a conceptual framework that considers customer perceived value, customer satisfaction, and switching costs as antecedents of customer loyalty towards service firms. If factors influencing customer loyalty, which is key to business performance, can be identified, then steps can be taken to improve its potential for success. |
| author2 |
Erramilli, Murali Krishna |
| author_facet |
Erramilli, Murali Krishna Xia, Jiulong |
| format |
Theses and Dissertations |
| author |
Xia, Jiulong |
| author_sort |
Xia, Jiulong |
| title |
Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| title_short |
Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| title_full |
Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| title_fullStr |
Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| title_full_unstemmed |
Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| title_sort |
investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty |
| publishDate |
2008 |
| url |
http://hdl.handle.net/10356/7810 |
| _version_ |
1789483140933222400 |