Grounded on the customer experience theory and perceived value theory, the current study examines how omni-channel customer experience (OCCE) in fashion brands promotes customer loyalty in an emerging economy context. Fashion brand customers (N = 372) revealed that OCCE significantly influences...

This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome...

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...

Intense competition from alternative financial service providers and evolving customer expectations have presented formidable challenges to the banking sector's quest for customer retention and profitability. On this account, this paper delves into the dynamics of customer satisfaction in the...

The study aims to investigate causal recipes to improve restaurant customers' loyalty (LOY) during COVID-19 post-pandemic. The study utilizes Fuzzy-set Qualitative Comparative Analysis (fsQCA) within the framework of complexity theory to examine the intricate relationship between antecedent...

This study investigates the role of social media in driving business development for Danish professional football clubs. It particularly examines how social media engagement impacts fan loyalty, fan size, and overall business growth. We employed structural equation modeling (SEM) to analyze data...

Boutique hotels, which belong to the hospitality sector, hold significance for guests seeking new experiences. Guests are interested in staying and spending money on boutique hotels that create memorable experiences. Based on previous studies in the boutique hotel industry, empirical studies...

This study aims to understand the attributes of electronic service quality and tries to build the connection between the quality of electronic service, the happiness of consumers, their retention, and loyalty in the context of the consumer e-commerce industry in India. The attributes chosen to...

This study contains two primary research aims. The first objective is to investigate the structure, dimensions, and indicators of experience quality at glamping resorts. Additionally, the study aims to analyze the interconnections between experience quality, trust, satisfaction, engagement, and...

This research aims to provide a comprehensive understanding of the factors that drive successful sustainable service innovation and to offer practical guidelines for adopting these strategies in the petrochemical sector. The study employs a systematic literature review methodology, reviewing and...

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...

The article focused on customer loyalty and examined the factors that influence end-users' loyalty and attitudes towards domestic manufacturers. Factors such as price, quality, place, promotion, satisfaction, awareness, and trust were chosen to measure customer loyalty towards domestic...

Intense competition from alternative financial service providers and evolving customer expectations have presented formidable challenges to the banking sector's quest for customer retention and profitability. On this account, this paper delves into the dynamics of customer satisfaction in the...

This study analyses the effects of corporate reputation and trustworthiness in the salesperson on the customer loyalty of 215 German customers who obtained endowment insurance. We use a cross-sectional study design. Corporate reputation is captured by the rational attitude of competence and the...

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

In today's highly competitive airline industry, understanding the factors that influence customer loyalty is paramount for airline companies seeking to maintain a competitive edge. This study investigates the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty...

Customer loyalty has become a real concern in the Islamic finance industry, instigating a comprehensive review of studies on this topic. Thus, this study presents a systematic literature review on customer loyalty in the context of the Islamic finance industry. Consequently, 40 research articles...

This paper studies customer loyalty during aggregate downturns. Exploiting a French reform that restricted trade credit supply as a liquidity shock, we show that liquidity-constrained firms export 4 to 7% less after the 2008-9 trade collapse. Consistent with liquidity-constrained firms investing...

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 marketing model, has been rapidly developed. Based on the SOR model, this paper clarifies the interaction between e-commerce livestreaming and consumer...

Current business landscape and dynamism of the business environment have increased competitiveness in service industry. Also, understanding cultural differences intervening in customer decision is crucial for this global era. Therefore, multi-national airline sectors must now pay greater...

The success of any organization lies on the accessibility of customers. So, to achieve customer retention strategy service sectors need to have preparing quality service in any business direction in each and every dimension. The objective of the study was to indicate the effect of service...

Aims: The purpose of this study was to analyze the factors that influence SMMA such as Entertainment, Interactivity, Trendy, Customization, and E-WoM on Relationship Equity and Customer Loyalty on the @somethincofficial Instagram account.Study Design: This study employs a quantitative...

This study investigated the impact of electronic customer relationship management (e-CRM) strategies (functional and personal dimensions) on customer loyalty in the Jordanian telecommunication sector. The mediating role of perceived customer relationship quality (cognitive and an emotional...

The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The Top) application by examining the perceptions of justice and trustworthiness factors affecting customer loyalty mediating role of satisfaction complaint handling. A quantitative...

The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples...