How smart experiences build service loyalty: The importance of consumer love for smart voice assistants

2021 ◽  
Author(s):  
Blanca Hernandez‐Ortega ◽  
Ivani Ferreira
Keyword(s):  
Service Loyalty

Service, Loyalty: and Betrayal in Cavendish’s The Life and Death of Cardinal Wolsey

Moreana ◽  
2005 ◽  
Vol 42 (Number 161) (1) ◽  
pp. 3-30
Author(s):  
Richard Britnell
Keyword(s):  
Life And Death ◽  
Service Loyalty

George Cavendish’s Life of Cardinal Wolsey contains not only evidence concerning the author’s own duties as gentleman usher but also illustrates his specific ethic of loyal service. It is this ethic that explains why he felt obliged to write the book. The article shows how this ethic serves as a unifying theme in the text, insofar as Cavendish extends it to describe Wolsey’s relationship to the king. Its centrality also helps to explain Cavendish’s ambiguous relationship with Thomas Cromwell, whom he portrays as serving two masters for much of the year 1529-1530.

scholarly journals The effect of service innovation on service loyalty in post offices

2020 ◽  
Vol 21 (1) ◽  
pp. 108
Author(s):  
Salmi Mohd Isa ◽  
K. Jayaraman ◽  
Azlan Amran ◽  
Shiva Hashemi ◽  
Shaian Kiumarsi
Keyword(s):  
Service Innovation ◽  
Post Offices ◽  
Service Loyalty

The Role of Corporate Image for Quality in the Formation of Attitudinal Service Loyalty

2013 ◽  
Vol 16 (2) ◽  
pp. 155-170 ◽  
Author(s):  
Subhash Jha ◽  
George D. Deitz ◽  
Emin Babakus ◽  
Ugur Yavas
Keyword(s):  
Corporate Image ◽  
Service Loyalty

scholarly journals Service Loyalty Measurement Scale: A Reliability Assessment

2006 ◽  
Vol 3 (4) ◽  
pp. 1814-1818 ◽  
Author(s):  
J. Clement Sudhahar ◽  
Duraipandian Israel ◽  
A.Prabhu Britto ◽  
M. Selvam
Keyword(s):  
Reliability Assessment ◽  
Measurement Scale ◽  
Service Loyalty

B2B services: linking service loyalty and brand equity

2009 ◽  
Vol 23 (3) ◽  
pp. 175-186 ◽  
Author(s):  
Papassapa Rauyruen ◽  
Kenneth E. Miller ◽  
Markus Groth
Keyword(s):  
Theoretical Model ◽  
Willingness To Pay ◽  
Brand Equity ◽  
Purchase Intentions ◽  
Price Premium ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Service Loyalty ◽  
The Relationship ◽  
Business To Business

PurposeA significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for products and services and building brand equity to the provider. The main objective of this study is to empirically examine and extend the knowledge underlying the linkage between service loyalty and brand equity performance outcomes in the context of business‐to‐business markets. It aims to develop and empirically test a theoretical model examining the antecedents and the outcomes of service loyalty in a business‐to‐business context. The model also aims to examine the relationship between service loyalty and customer share of wallet and price premium, as well as the links between the proposed antecedents (habitual buying, trust in the service provider, and perceived service quality) and service loyalty.Design/methodology/approachThe theoretical model was empirically tested with a sample of 294 Australian small‐ to medium‐sized enterprises (SMEs), using online and paper‐and‐pencil surveys. Respondents were owners of SMEs, financial controllers, and managers who are decision‐makers in the selection and use of courier service providers for their businesses.FindingsFindings provide support for the theoretical model in linking drivers of service loyalty with two types of loyalty, purchase intentions (i.e. behavioural loyalty) and attitudinal loyalty. Furthermore, the two types of loyalty are differential predictors of brand equity outcomes in that customer share of wallet is mainly driven by purchase intentions, whereas willingness to pay a price premium is mainly driven by attitudinal loyalty.Originality/valueThe paper examines the relationship between service loyalty and willingness to pay a price premium as one key indicator of brand equity.

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