Analysis of moderator variables: investigating the customer satisfaction-loyalty link

Walsh, G. and Wunderlich, M. and Evanschitzky, H. (2008) Analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42 (9/10). pp. 977-1004. ISSN 0309-0566 (http://dx.doi.org/10.1108/03090560810891109)

Abstract

Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker.

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• Item metadata

  Item type:	Article
  ID code:	9295
  Dates:	Date Event 2008 Published
  Keywords:	customer loyalty, customer satisfaction, service levels, Marketing. Distribution of products, Marketing
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Strathprints Administrator
  Date deposited:	30 Mar 2010 13:25
  Last modified:	24 Mar 2023 01:46
  URI:	https://strathprints.strath.ac.uk/id/eprint/9295