文章基本信息

标题：Modelling Determinants of Customer Loyalty in Services Sector across Different Cultural Contexts
本地全文：下载
作者：Kelvin Lee ; Laura Salciuviene
期刊名称：Information Technology And Control
印刷版ISSN：2335-884X
出版年度：2018
卷号：29
期号：5
页码：580-590
DOI：10.5755/j01.ee.29.5.17386
语种：English
出版社：Kaunas University of Technology
摘要：Research on customer loyalty in services has regained interest among academics and practitioners alike because of economic value that international service providers can gain across different cultures due to recent developments in communications technology. International service providers have a wider variety of communication channels to use to approach their customers, but they need a better understanding of how their customer loyalty is formed across different cultures. In this conceptual paper, the authors aim to model determinants of customer loyalty and put forward propositions to be empirically tested in further studies. The originality of the paper manifests itself in the theoretical model proposed, which clearly delineates determinants of customer loyalty (i.e., marketing communication channels, perceived service quality and customer satisfaction) and emphasises the importance of strategic decisions about communication channel options to match customer preferences to predict combined effects of customer loyalty across different cultural contexts.
其他摘要：Research on customer loyalty in services has regained interest among academics and practitioners alike because of economic value that international service providers can gain across different cultures due to recent developments in communications technology. International service providers have a wider variety of communication channels to use to approach their customers, but they need a better understanding of how their customer loyalty is formed across different cultures. In this conceptual paper, the authors aim to model determinants of customer loyalty and put forward propositions to be empirically tested in further studies. The originality of the paper manifests itself in the theoretical model proposed, which clearly delineates determinants of customer loyalty (i.e., marketing communication channels, perceived service quality and customer satisfaction) and emphasises the importance of strategic decisions about communication channel options to match customer preferences to predict combined effects of customer loyalty across different cultural contexts. DOI: http://dx.doi.org/10.5755/j01.ee.29.5.17386
关键词：cross-cultual context; customer loyalty determinants
其他关键词：cross-cultual context; customer loyalty determinants