Skip to main content
  • Research Article
  • Published:

Dimensions and influencing factors of customer loyalty in the intermittent service industry

Abstract

This research empirically studies customer loyalty in the intermittent service industry with samples from the catering business in Beijing. Results show that customer loyalty in the intermittent service industry is composed of three causally related dimensions, namely cognitive loyalty, affective loyalty, and behavioral loyalty. Factors influencing customer loyalty in the intermittent service industry are customer satisfaction, service quality, and customer perceived value (CPV), in descending order of significance. These factors vary in their function mechanisms and effects on different dimensions of customer loyalty.

摘要

以餐饮业为实证对象, 对间断性服务业的顾客忠诚问题进行专门的研究与讨 论. 结果表明, 间断性服务业的顾客忠诚可用认知忠诚、 情感忠诚和行为忠诚三个 维度来刻画, 且三个维度之间存在因果关系; 影响间断性服务业顾客忠诚的主要因 素以及影响程度从大到小依次是顾客满意、 服务质量和感知价值; 各影响因素对顾 客忠诚各维度的影响机理与程度各不相同, 由此可得出提升顾客忠诚的若干맜理启 示.

References

  • Bloemer J, De Ruyter K, Peeters P (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16: 276–286

    Article  Google Scholar 

  • Cronin Jr J, Brady M, Hult G (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76: 193–216

    Article  Google Scholar 

  • Dick A, Basu K (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 122: 99–113

    Article  Google Scholar 

  • Jones O T, Sasser W E (1995). Why satisfied customers defect. Harvard Business Review, 73(6): 88

    Google Scholar 

  • Lu T P, Tang P Y (2001). An integrated model of service loyalty. Academy of Business and Administrative Sciences International Conferences

  • McDaniel C, Gates R (2002). 市场调研精要 (Marketing Research Essentials), 范秀成 (译) (Fan Xiucheng (trans.)). 北京: 电子工业出版社

    Google Scholar 

  • Nunnally J (1978). Psychometric Theory. New York: McGraw-Hill

    Google Scholar 

  • Oliver R L (1999). Whence consumer loyalty? Journal of Marketing, 63: 33–44

    Article  Google Scholar 

  • Parasuraman A, Zeithaml V, Berry L (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64: 1240

    Google Scholar 

  • Reichheld F F, Sasser W E (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5): 105

    Google Scholar 

  • Tucker W (1964). The development of brand loyalty. Journal of Marketing Research, (1): 32–35

  • Zeithaml V, Berry L, Parasuraman A (1996). The behavioral consequences of service Quality. Journal of Marketing, 60: 31–46

    Article  Google Scholar 

  • 白 长虹, 刘 炽 (Bai Changhong, Liu Chi) (2002). 服务企业的顾客忠诚及其决定因素研究 (Customer loyalty and its determinants for service firms). 南开맜理评论, (6)

  • 韩 晓芸, 汪 纯孝 (Han Xiaoyun, Wang Chunxiao) (2003). 服务性企业顾客满意感与忠诚感关系 (Relationship Between Customer Satisfaction and Loyalty in Service Industry). 北京: 清华大 学出版社

    Google Scholar 

  • 陆 娟, 芦 艳, 娄 迎春 (Lu Juan, Lu Yan, Lou Yingchun) (2006). 服务忠诚及其驱动因素: 基于银 行业的实证研究 (Service loyalty and its influencing factors: An empirical study based on the banking industry). 맜理世界, (8)

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Juan Lu.

Additional information

__________

Translated and revised from Shuliang jingji jishu jingji yanjiu 数量经济技术经济研究 (The Journal of Quantitative & Technical Economics), 2007, (3): 91–101

Rights and permissions

Reprints and permissions

About this article

Cite this article

Lu, J., Lu, Y. Dimensions and influencing factors of customer loyalty in the intermittent service industry. Front. Bus. Res. China 3, 63–78 (2009). https://doi.org/10.1007/s11782-009-0004-4

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11782-009-0004-4

Keywords

关键词