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.
Recommended Citation
Jaiswal, A.K. and Niraj, R. (2011), "Examining mediating role of attitudinal loyalty and nonlinear effects in satisfaction‐behavioral intentions relationship", Journal of Services Marketing, Vol. 25 No. 3, pp. 165-175. https://doi.org/10.1108/08876041111129155