Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty

• Main Author: Xia, Jiulong
• Other Authors: Erramilli, Murali Krishna
• Format: Theses and Dissertations
• Language: English
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Consumer behavior
• Online Access: http://hdl.handle.net/10356/7810
• Institution: Nanyang Technological University

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...