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dc.contributor.authorButcher, Kennethen_US
dc.contributor.authorO'Callaghan, Francesen_US
dc.contributor.authorSparks, Beverleyen_US
dc.contributor.editorProfessor Jos Lemmink, University of Maastricht, The Netherlands.en_US
dc.date.accessioned2017-04-04T17:43:26Z
dc.date.available2017-04-04T17:43:26Z
dc.date.issued2001en_US
dc.date.modified2009-09-25T04:47:09Z
dc.identifier.issn09564233en_US
dc.identifier.doi10.1108/09564230110405253en_AU
dc.identifier.urihttp://hdl.handle.net/10072/3756
dc.description.abstractFour attitudinal components of customer loyalty were synthesised from the services literature and combined to produce a loyalty conceptualisation that excludes repurchase behaviour. This proposed conceptualisation of service loyalty was then modelled in two quantitative studies to determine the effects of potential predictors. The influence of consumers' evaluative judgements was compared against the effects of relational outcomes. The three evaluative judgement measures were service encounter satisfaction, perceived core service quality and value for money while relational measures comprised social comfort, social regard and friendship. It was found that while personal friendship between customer and service employee was significantly associated with loyalty, service encounter satisfaction was the major predictor. It was also found that the relational factors of social comfort and social regard played indirect roles through their influence on customer's evaluation of satisfaction and quality. Conversely, friendship was not related to the mediating variables of service encounter satisfaction and perceived core service quality.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherEmeralden_US
dc.publisher.placeUKen_US
dc.publisher.urihttp://www.emeraldinsight.com/0956-4233.htmen_AU
dc.relation.ispartofpagefrom310en_US
dc.relation.ispartofpageto327en_US
dc.relation.ispartofissue4en_AU
dc.relation.ispartofjournalInternational Journal of Service Industry Managementen_US
dc.relation.ispartofvolume12en_US
dc.subject.fieldofresearchcode350204en_US
dc.titleEvaluative and relational influences on service loyalty.en_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.date.issued2001
gro.hasfulltextNo Full Text


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