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Date: 2011
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/130971
Description: Purpose – Customer loyalty is a focal concern for marketers who seek to identify its antecedents and causal structure with the aim of better understanding, predicting and managing loyalty. The purpose ... More
Reviewed: Reviewed
Date: 2009
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/323390
Description: This study examines customer loyalty in retail banking and, in particular, the influence of 'variety seeking' and 'resistance to change' on current and future (both long- and short-term) loyalty. In c ... More
Reviewed: Reviewed
Authors: Bowden, Jana
Date: 2009
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/83467
Description: Customer-brand relationships do not just exist, they develop over time and through multiple service experiences, yet the literature typically discusses customer-brand relationships as being a largely ... More
Reviewed: Reviewed
Date: 2009
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156403
Description: The topic of customer loyalty in financial services is a perennial concern for both theoreticians and practitioners who share an interest in understanding its antecedents and in its prediction. The co ... More
Reviewed: Reviewed
Date: 2009
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/83683
Description: Traditional measures of customer satisfaction have been criticized for failing to capture the depth of customer responses to service performance. This study seeks to redirect satisfaction research tow ... More
Reviewed: Reviewed
Authors: Bowden, Jana
Date: 2007
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/83143
Description: A phenomenological investigation of the process of customer engagement, as revealed through customers' restaurant dining experiences, is presented. The purpose of the paper is to question the usefulne ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/33672
Description: Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156849
Description: A critical measure largely neglected in previous bank loyalty studies is the customer's "share of wallet" (SOW). This study, based on 1,951 retail banking customers, suggests that about 24% of the var ... More
Reviewed: Reviewed
Date: 2005
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/156815
Description: A critical measure largely neglected in previous loyalty studies is the customer's "share of wallet" (SOW). This study, based on 1,924 retail banking customers, suggests that about 25-65% of the varia ... More
Reviewed: Reviewed
Date: 2004
Language: eng
Resource Type: conference paper
Identifier: http://hdl.handle.net/1959.14/151537
Description: Previous research has investigated the determinants and consequences of customer loyalty, but in banking, a critical but often neglected measure is the customer’s ‘share of wallet’ (SOW). Since some c ... More
Reviewed: Reviewed
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