Document Type

Article

Publication Date

5-11-2011

Abstract

This paper examines the mediating role of attitudinal loyalty in the relationship between satisfaction and customer behavioral intentions such as willingness to pay more and internal and external complaining responses. It also examines the nonlinear effects in the relationship between satisfaction, attitudinal loyalty and behavioral intentions.

Keywords

loyalty, customer satisfaction, consumer behaviour

Publication Title

Journal of Services Marketing

Rights

© 2011, Emerald Group Publishing Limited.

Included in

Marketing Commons

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