An asymmetrical approach to understanding configurations of customer loyalty in the airline industry

Volume: 38, Pages: 96 - 107
Published: Sep 1, 2017
Abstract
This study employs fuzzy set qualitative comparative analysis (fsQCA) to examine asymmetrical relationships among service attributes, relationship quality, and customer loyalty in the airline industry. The study incorporates customers’ demographics and psychological variables to model customer loyalty. Customer loyalty is operationalised as behavioural and attitudinal dimensions in order to capture customers’ actual behaviours and behavioural...
Paper Details
Title
An asymmetrical approach to understanding configurations of customer loyalty in the airline industry
Published Date
Sep 1, 2017
Volume
38
Pages
96 - 107
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