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| Author: | Bloemer, J. Ruyter, K. de Wetzels, M. |
| Title: | Linking perceived service quality and service loyalty: a multi-dimensional perspective |
| Journal: | European Journal of Marketing
1999 : VOL. 33: 11-12, p. 1082-1106 |
| Index terms: | Service Industries Quality Customers Consumer behaviour Loyalty |
| Language: | eng |
| Abstract: | In recent research on service quality it has been argued that the relationship btw. perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. It is focused on the refinement of a scale for measuring service loyalty dimensions and the relationships btw. dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from 4 different service industries suggest that 4 dimensions of service loyalty can be identified, that is, purchase intentions, word-of-mouth communication, price sensitivity, and complaining behaviour. |
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