Influence of Customer's Loyalty-Satisfaction Link on Services Usage

The purpose of this study was to examine relationship between Customer Loyalty-Satisfaction link and usage of services. This study uses Customer Loyalty-Satisfaction link which classifies customer into four different groups: Loyalists, Hostages, Mercenaries and Defectors. Using two services [Mobile Phone (N=588) & Credit Card (N=220)], consistent support was found for (a) Loyalists were emerged as the heaviest users of services while (b) Hostages were found as the lightest users of services

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Year of publication:	2016
Authors:	Saeed, Kausar
Other Persons:	Siddiqui, Kamran (contributor)
Publisher:	[2016]: [S.l.] : SSRN
Subject:	Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction

Extent:	1 Online-Ressource (10 p)
Type of publication:	Book / Working Paper
Language:	English
Notes:	In: Journal of Marketing Management and Consumer Behavior, Vol. 1, Issue 2 (2016) 22-31 Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments July 11, 2016 erstellt
Classification:	M31 - Marketing
Source:	ECONIS - Online Catalogue of the ZBW

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