Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness

• Published in: The Journal of services marketing Vol. 25; no. 5; pp. 310 - 322
• Main Author: Wu, Li-Wei
• Format: Journal Article
• Language: English
• Published: Santa Barbara Emerald Group Publishing Limited 02.08.2011
• Subjects: Attitudes; Brand loyalty; Customer services; Hypotheses; Literature reviews; Marketing; Patronage; Customer loyalty; Mobile communication systems; Satisfaction; Taiwan; Inertia; Alternative attractiveness; Consumer behaviour; Zone of tolerance

Purpose - Empirical studies investigating the antecedents of customer loyalty typically focus on satisfaction. This study aims to develop and test a more comprehensive model of the antecedents of customer loyalty, including satisfaction and inertia. In addition, this study also considers how the eff...