A mediating and multigroup analysis of customer loyalty

Araceli Picón-Berjoyo, Carolina Ruiz-Moreno and Ignacio Castro

European Management Journal, 2016, vol. 34, issue 6, 701-713

Abstract: Loyalty is configured here as a key determinant of firm performance. Many studies have proposed models that analyze the relationship between loyalty and its main determinants: perceived value (PV), satisfaction, and perceived switching costs (PSC). Thus, the first aim of this work is to validate a model of the direct and indirect relationships between these variables and loyalty, analyzing the mediating roles of both PSC and satisfaction in the relationship between PV and loyalty.

Keywords: Customer perceived value; Customer satisfaction; Perceived switching costs; Loyalty; Customer heterogeneity; Multigroup analysis; Partial least squares (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:34:y:2016:i:6:p:701-713

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DOI: 10.1016/j.emj.2016.07.006

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