Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the...

Purpose – This research seeks to examine how the expectation process and its components evolve over time and purchase experience. Design/methodology/approach – A longitudinal study was conducted over the period of one year using a sample of university students who were purchasing an...