, Volume 3, Issue 1, pp 63-78
Date: 21 Jan 2009

Dimensions and influencing factors of customer loyalty in the intermittent service industry

Abstract

This research empirically studies customer loyalty in the intermittent service industry with samples from the catering business in Beijing. Results show that customer loyalty in the intermittent service industry is composed of three causally related dimensions, namely cognitive loyalty, affective loyalty, and behavioral loyalty. Factors influencing customer loyalty in the intermittent service industry are customer satisfaction, service quality, and customer perceived value (CPV), in descending order of significance. These factors vary in their function mechanisms and effects on different dimensions of customer loyalty.

摘要

以餐饮业为实证对象, 对间断性服务业的顾客忠诚问题进行专门的研究与讨 论. 结果表明, 间断性服务业的顾客忠诚可用认知忠诚、 情感忠诚和行为忠诚三个 维度来刻画, 且三个维度之间存在因果关系; 影响间断性服务业顾客忠诚的主要因 素以及影响程度从大到小依次是顾客满意、 服务质量和感知价值; 各影响因素对顾 客忠诚各维度的影响机理与程度各不相同, 由此可得出提升顾客忠诚的若干맜理启 示.

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Translated and revised from Shuliang jingji jishu jingji yanjiu 数量经济技术经济研究 (The Journal of Quantitative & Technical Economics), 2007, (3): 91–101