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dc.contributor.authorPrentice, Catherine
dc.contributor.authorCorreia Loureiro, Sandra Maria
dc.date.accessioned2018-03-22T22:45:45Z
dc.date.available2018-03-22T22:45:45Z
dc.date.issued2017
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2017.05.005
dc.identifier.urihttp://hdl.handle.net/10072/341556
dc.description.abstractThis study employs fuzzy set qualitative comparative analysis (fsQCA) to examine asymmetrical relationships among service attributes, relationship quality, and customer loyalty in the airline industry. The study incorporates customers’ demographics and psychological variables to model customer loyalty. Customer loyalty is operationalised as behavioural and attitudinal dimensions in order to capture customers’ actual behaviours and behavioural intentions. Symmetrical testing is also used to compare findings with those from fsQCA application. The study provides various causal recipes or configurations for predicting relationship quality and customer loyalty. The comparison between symmetrical and asymmetrical findings presents deeper and more insightful information. These findings provide useful guidelines and references for the relevant researchers and practitioners. The study also contributes to the literature by utilising symmetrical and asymmetrical tools to advance understanding of antecedent conditions of relationship quality and customer loyalty.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom96
dc.relation.ispartofpageto107
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume38
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode3506
dc.titleAn asymmetrical approach to understanding configurations of customer loyalty in the airline industry
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dcterms.licensehttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.description.versionAccepted Manuscript (AM)
gro.facultyGriffith Business School, Department of Marketing
gro.rights.copyright© 2017 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorPrentice, Catherine


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