Purpose The purpose of this paper is to extend research on customer loyalty status and customer demotion by investigating if the effect of demotion on customer attitudinal and behavioral responses is the same for top-tier and low-tier customers in the context of airlines....

Purpose – This paper aims to investigate the effects of customer equity drivers on customer loyalty via customer trust in a B2B context. Design/methodology/approach – A self‐administered online survey was conducted to collect data from the organizational customers of an on‐hold service...