Numerous studies have shown customer satisfaction to be the crucial antecedent of perhaps the most important constructs in marketing – loyalty and customer retention. However the satisfaction→customer retention linkage is not as simple as it might first seem. This study examines the impact...

Purpose – While numerous published works have extensively examined customer retention models and even motives for loyalty, none to date has systematically examined which consumer segments are more or less predisposed to exhibit loyal behaviour in a services context. The purpose of this study...