Journal Article10.1016/J.JRETCONSER.2016.12.005
Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets
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TL;DR: In this article, the authors investigated predictors of customer loyalty in order to identify alternatives to customer satisfaction with service quality, which has been traditionally accepted as the primary predictor for customer loyalty, particularly for services, and demonstrated the importance of the inclusion of customer perceptions of other factors as appropriate to market conditions.
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About: This article is published in Journal of Retailing and Consumer Services. The article was published on 01 May 2017. The article focuses on the topics: Loyalty business model & Customer retention.
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Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality
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