The loyalty-building experiences take center stage

Sionade Robinson and Lyn Etherington

Chapter 7 in Customer Loyalty, 2006, pp 125-146 from Palgrave Macmillan

Abstract: Abstract Customers want to be loyal to organizations that they consider to deserve their loyalty. Why? Because giving such loyalty makes life easier—customers don’t need to worry about what organization to choose to meet a certain set of needs, and better—because they feel they have, as the Carole King song puts it, “got a friend” in their relationship with the organization.

Keywords: Service Provider; Center Stage; Customer Loyalty; Body Language; Service Encounter (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-51303-7_7

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DOI: 10.1057/9780230513037_7

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