期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 30, 期 -, 页码 262-270出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2016.02.002
关键词
Service quality; Customer satisfaction; Customer value; Customer relationship management; Brand image; Customer loyalty; Car dealerships
类别
This study examines the mediating role of customer relationship management (CRM) quality to better explain the effects of service evaluation variables (service quality, customer satisfaction and customer value) on customer loyalty. The study also investigates the moderating effect of brand image on these mediated relationships. The mediating role of CRM quality on the relationship between the service evaluation variables and customer loyalty is supported. Further, it is found that the indirect effect of customer satisfaction on customer loyalty via CRM quality is stronger when perceived brand image is high than when it is low. The results have implications for relationship managers, brand managers and scholars who use service evaluation and relational metrics to predict customer loyalty. (C) 2016 Elsevier Ltd. All rights reserved.
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