Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

摘要: Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss test corporate image customer satisfaction as two routes loyalty. data 600 individual customers categorized having high or low service expertise three companies within package tour industry, a conceptual model proposed tested empirically using structural equation modeling. The used in study are included Norwegian Customer Satisfaction Barometer. concludes by claiming that for complex services, not separate Corporate impacts loyalty directly whereas does not. This finding was consistent with expertise. These results challenge disconfirmation paradigm which predicts primary route From managerial perspective, information regarding relative strength vital regard resource allocation order improve