Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
5111355 | Journal of Retailing and Consumer Services | 2017 | 10 Pages |
Abstract
Recent academic studies have reexamined the link between satisfaction and loyalty by introducing actual loyalty behavior. Results of these rare studies are still inconclusive and point out the weakness of the link between satisfaction and behavioral loyalty. This work extends these previous studies by investigating the links between perceived value, satisfaction, attitudinal loyalty and behavorial loyalty. It highlights that perceived value is a better predictor of attitudinal loyalty and behavorial loyalty (number of visits and total sales) than satisfaction. Individual moderating influences are also discussed.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Marketing
Authors
Rémi Mencarelli, Cindy Lombart,