Why it is customer loyalty that counts (and how to measure it)

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62 citations0/0 files storedManaging Service Quality

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

Proposes that no company can stay in business unless it has satisfied and loyal customers. Suggests that there is a critical distinction between making more customers satisfied and making customers more satisfied. Posits that the secret of boosting bottom‐line results is in making some of the customers “much more than just satisfied”. Concludes that customer loyalty cannot be measured by customer satisfaction alone and provides key questions for the company to ask when auditing a customer loyalty programme.

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2001The relationship between customer loyalty and customer satisfaction 2011Factors affecting customer loyalty in Pakistan 2008The Mediating Effects of Perceived Value and Customer Satisfaction on Customer Loyalty in the Chinese Restaurant Setting 2018A Moderating Role of Green Practices on the Relationship between Service Quality and Customer Satisfaction: Chinese Hotel Context 2008Brand defection in a business-to-business financial service 2006The Role of Logistics Service Quality in Creating Customer Loyalty 2013Redress for Customer Dissatisfaction and Its Impact on Customer Satisfaction and Customer Loyalty 2008Guest satisfaction and guest loyalty study for hotel industry

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