Customer Loyalty and Business Economics

Søren Hougaard () and Mogens Bjerre ()

Chapter 4. in The Relationship Marketer, 2009, pp 65-83 from Springer

Abstract: Abstract The quest for loyalty has always been a cornerstone in human activity in general and in organisational life in particular. In a hierarchical power structure, members of an organisation accept the need of obeying leaders and following instructions. In ancient times, participants even swore their loyalty as an entry ceremony. In modern organisations, loyalty is also implicitly assumed and the reward-punishment system has loyalty as a central decisive factor. In hierarchies, market forces are eliminated. As long as you are a member of this organisational hierarchy, you must stick to our rules.

Keywords: Switching Cost; Customer Loyalty; Customer Relationship; Relationship Marketer; Loyal Customer (search for similar items in EconPapers)
Date: 2009
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DOI: 10.1007/978-3-642-03243-1_4

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