Transcription of Customer loyalty: A multi-attribute approach - AABRI
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Customer loyalty: A multi-attribute approach - AABRI
Research in Business and Economics Journal Customer loyalty : A multi - attribute approach J. Barry Dickinson Holy Family University ABSTRACT. The proposed model is theoretically grounded in the multi - attribute attitude literature. It is proposed that the antecedents of Customer loyalty are be partitioned into three categories. First, supply-side (firm-controllable) Customer loyalty antecedents are those satisfaction drivers that comprise total Customer experience (TCE). Eight distinct TCE dimensions are identified through preliminary personal interviews. Second, the TCE variables influence Customer loyalty through a series of mediating variables including satisfaction, quality, perceived value and trust. Customer loyalty is considered a dual-dimensional construct, comprised of cognitive and affective loyalty . The TCE and its antecedents work along two, independent paths---one calculative (cognitive).
Research in Business and Economics Journal Customer loyalty, page 1 Customer loyalty: A multi-attribute approach J. Barry Dickinson Holy Family University
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