TY - JOUR
AU1 - Dick, Alan S.
AU2 - Basu, Kunal
AB - Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences. Implications for research and for the management of loyalty are derived.
TI - Customer loyalty: Toward an integrated conceptual framework
JF - Journal of the Academy of Marketing Science
DO - 10.1177/0092070394222001
DA - 1994-03-01
UR - https://www.deepdyve.com/lp/springer-journals/customer-loyalty-toward-an-integrated-conceptual-framework-9IuSbWHfY7
SP - 99
EP - 113
VL - 22
IS - 2
DP - DeepDyve
ER -