Customer loyalty

A number of researcher and practitioners have identified a dramatic increase in competition and market transparency as the driving force behind the decline in customer loyalty in the financial services sector (e.g. Caruana, 2002). However, the costs for selling a product to a ne…

Control and involvement are well researched concepts in traditional marketing, while interactivity is a relatively new concept associated with Internet marketing and communication. From an Internet interaction perspective, the research examines the impact of interactivity, contr…

This dissertation is structured around two empirical essays in the field of service failure and service recovery. The first essay demonstrates the effects of switching costs on loyalty and desire for revenge after a service failure and a poor recovery. Drawing on the Appraisal T…

Customer loyalty is considered to be critically important to growth, profitability and sustainability. It has received much attention by practitioner and managers. However, some important variables about the different types of loyalty have remained unclear. While businesses look…

Restaurants in Lebanon, a country with an economy relying heavily on its tourism sector, have flourished over the past decade. They are diverse, differentiated, and have helped to create an industry which is highly competitive and boasts high standards in quality and service. In…