The customer satisfaction-customer loyalty relationship: Reassessing customer and relational characteristics moderating effects

Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)-customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention (RI) and r...

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Bibliographic Details
Main Author: Gonçalves, Helena Martins (author)
Other Authors: Sampaio, Patrícia (author)
Format: article
Language:eng
Published: 2022
Subjects:
Customer Satisfaction
Customer Loyalty
Repurchase Intention
Repurchase Behaviour
Moderators
Services
Customer Characteristics
Demographics
Credit Cards
Online Access:http://hdl.handle.net/10400.5/25132
Country:Portugal
Oai:oai:www.repository.utl.pt:10400.5/25132

Internet

http://hdl.handle.net/10400.5/25132

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