Relationship between service quality and customer equity in traditional markets

Huanzhang Wang, Kyung Hoon Kim, Eunju Ko and Honglei Liu

Journal of Business Research, 2016, vol. 69, issue 9, 3827-3834

Abstract: This research is to understand how to improve traditional markets since a lot of practitioners in the retail industry conduct business in traditional markets. The research objectives are, first, to understand the relationships among service quality, customer equity drivers, and customer satisfaction in traditional markets; second, to find out how to improve the three drivers of customer equity through these variables mentioned above in traditional markets. In this study, the relationships among service quality, the drivers of customer equity, customer satisfaction, and customer lifetime value were studied based on the analysis of the data which were collected in traditional markets.

Date: 2016
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Citations: View citations in EconPapers (14)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:69:y:2016:i:9:p:3827-3834

DOI: 10.1016/j.jbusres.2016.04.007

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