Drivers of customer equity

2015 ◽  
pp. 17-43 ◽  
Author(s):  
Roland T. Rust ◽  
James Kim ◽  
Yue Dong ◽  
Tom J. Kim ◽  
Seoungwoo Lee
Keyword(s):  
Customer Equity

CULTURAL PERSPECTIVES ON GLOBAL CUSTOMER EQUITY

2014 ◽  
Author(s):  
Eunju Ko ◽  
◽  
Chang Han Lee ◽  
Lisa Kesper
Keyword(s):  
Customer Equity ◽  
Cultural Perspectives

ATTITUDE TOWARD BRAND AND CUSTOMER EQUITY IN R.O.K NAVY

2014 ◽  
Author(s):  
Jongchul Na ◽  
◽  
Kyung Hoon Kim ◽  
Kyong Ryul Koo
Keyword(s):  
Customer Equity

Customer Equity

2015 ◽  
pp. 1-1
Author(s):  
Lars Groeger ◽  
Francis Buttle
Keyword(s):  
Customer Equity

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

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