To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?

Ivan Russo, Ilenia Confente, David M. Gligor and Chad W. Autry

Journal of Business Research, 2016, vol. 69, issue 2, 888-896

Abstract: The article investigates how firms can achieve high levels of customer loyalty under different configurations of perceived switching costs, returns management, customer value, and customer satisfaction.

Keywords: Customer loyalty; B2B context; Customer value; Customer satisfaction; Complexity theory; QCA method (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (17)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:69:y:2016:i:2:p:888-896

DOI: 10.1016/j.jbusres.2015.07.002

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