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Title: Investigating drivers of customer loyalty in service industries : the relationship between customer value, customer satisfaction, switching costs and customer loyalty
Authors: Xia, Jiulong
Keywords: DRNTU::Business::Marketing::Consumer behavior
Issue Date: 2001
Abstract: 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.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Theses

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