Purpose – This paper has two purposes: to use polarisation to identify variations in loyalty and to apply polarisation to an important non‐brand attribute, price. Design/methodology/approach – A comprehensive revealed preference data set of wine purchases is used to apply polarisation....

Purpose – This paper aims to argue that the polarization index ( φ ) represents a valid loyalty measure for evaluating changes over time. Design/methodology/approach – The brand performance measures (BPM) are a valid and useful tool for marketing managers in measuring the loyalty consumers...

Purpose – The usual method of analysis of product attributes in marketing is to fit a multinomial logit model within a stated choice experiment, to determine the impact of attributes on the choice probability, which is equivalent to market share. The market share is intuitive and is based on...

Purpose This study examines the association between behavioral loyalty and satisfaction scores for banks. Past work has generally viewed the link between satisfaction and loyalty to be one way – satisfaction causes or induces loyalty. This study suggests the relationship may not be just...

While retail payment instruments generate more revenue than many fast moving consumer goods (FMCG) categories, surprisingly little is publicly known about market structure and purchase loyalty. This paper reports a study of shoppers’ use of payment methods in three New Zealand retail...

Purpose – Investigates the purchasing of brands across different price tiers. The purpose was to determine if buying across price tiers followed the same pattern widely found in brand purchasing, known as the Duplication of Purchase Law. Design/methodology/approach – Uses a consumer survey...

This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are constructed to estimate this relationship, one model for younger customers and another for older customers. The...

Purpose – Many service organisations seek to grow by selling additional different products to their existing customers. Many managers are evaluated on the level of customer loyalty in terms of cross‐product holdings – for example, the average number of bank products or insurance policies...