In this article the relationship between store image, store satisfaction and store loyalty is examined. A distinction is made between true store loyalty and spurious store loyalty and manifest and latent satisfaction with the store. We hypothesise that the positive relationship between manifest...

Customer satisfaction continues to be an important topic in the financial services industry. However, there is an increasing awareness that customer satisfaction as such is not enough. Distinguishes between overall satisfied customers and latently dissatisfied customers; the latter being those...

This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is...

Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange...