Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research

Volume: 89, Issue: 3, Pages: 246 - 262
Published: Sep 1, 2013
Abstract
This extensive literature review highlights the state of the art regarding the relationship between customer satisfaction and loyalty, both attitudinal and behavioral. In particular, it brings to light several issues that should be carefully considered in analyzing the efficacy of customer satisfaction in explaining and predicting customer loyalty. In fact, for many years companies all around the world have heavily invested in customer...
Paper Details
Title
Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research
Published Date
Sep 1, 2013
Volume
89
Issue
3
Pages
246 - 262
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