文章基本信息

标题：Dimensions and influencing factors of customer loyalty in the intermittent service industry
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作者：Juan Lu ; Yan Lu
期刊名称：Frontiers of Business Research in China
印刷版ISSN：1673-7326
电子版ISSN：1673-7431
出版年度：2009
卷号：3
期号：1
页码：63-78
DOI：10.1007/s11782-009-0004-4
出版社：Higher Education Press, co-published with Springer-Verlag GmbH
摘要：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.
关键词：intermittent service industry; customer loyalty; influencing factors; empirical analysis
其他关键词：间断性服务业,顾客忠诚,影响因素,实证分析