Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research

Material TypeArticleLanguageEnglish
TitleRevisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research Author(S)KUMAR V (Author)
Abstract  This extensive literature review highlights the state of the art regarding the relationship between customer satisfaction and loyalty, both attitudinal and behavioral. In particular, it brings to light several issues that should be carefully considered in analyzing the efficacy of customer satisfaction in explaining and predicting customer loyalty ...PaginationP246-262
SubjectCommerceDescriptorsRetail trade
Journal TitleJournal of Retailing  
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