This study aims to empirically demonstrate the source of customer loyalty in two different service contexts: retailing and banking. Results highlight that behavioral loyalty is influenced by psychological and relational variables. Findings show differences between the two contexts useful in managing business-customer relationships.
La fedeltà del cliente oltre la prospettiva comportamentale: un modello interpretativo nell’ambito dei servizi
BALBONI, BERNARDO
2008-01-01
Abstract
This study aims to empirically demonstrate the source of customer loyalty in two different service contexts: retailing and banking. Results highlight that behavioral loyalty is influenced by psychological and relational variables. Findings show differences between the two contexts useful in managing business-customer relationships.File in questo prodotto:
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