Evaluative and relational influences on service loyalty.

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Title Evaluative and relational influences on service loyalty.
Author Butcher, Kenneth John; Sparks, Beverley; O'Callaghan, Frances Veronica
Journal Name International Journal of Service Industry Management
Editor Professor Jos Lemmink, University of Maastricht, The Netherlands.
Year Published 2001
Place of publication UK
Publisher Emerald
Abstract Four attitudinal components of customer loyalty were synthesised from the services literature and combined to produce a loyalty conceptualisation that excludes repurchase behaviour. This proposed conceptualisation of service loyalty was then modelled in two quantitative studies to determine the effects of potential predictors. The influence of consumers' evaluative judgements was compared against the effects of relational outcomes. The three evaluative judgement measures were service encounter satisfaction, perceived core service quality and value for money while relational measures comprised social comfort, social regard and friendship. It was found that while personal friendship between customer and service employee was significantly associated with loyalty, service encounter satisfaction was the major predictor. It was also found that the relational factors of social comfort and social regard played indirect roles through their influence on customer's evaluation of satisfaction and quality. Conversely, friendship was not related to the mediating variables of service encounter satisfaction and perceived core service quality.
Peer Reviewed Yes
Published Yes
Publisher URI http://www.emeraldinsight.com/0956-4233.htm
Alternative URI http://dx.doi.org/10.1108/09564230110405253
Volume 12
Issue Number 4
Page from 310
Page to 327
ISSN 0956-4233
Date Accessioned 2002-04-15
Language en_AU
Research Centre Menzies Health Institute Qld; Behavioural Basis of Health; Griffith Institute For Tourism
Faculty Griffith Business School
Subject PRE2009-Marketing and Market Research
URI http://hdl.handle.net/10072/3756
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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