The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image
Authors: Zondiros, Dimitris 
Giovanis, Apostolos 
Tomaras, Petros 
Publisher: Elsevier
Issue Date: 1-Jan-2014
Conference: 2nd International Conference on Strategic Innovative Marketing (IC-SIM 2013), 13-17 September 2013, Prague, Czech Republic 
Journal: Procedia-social and behavioral sciences 
Volume: 148
Keywords: Customer loyalty, Service quality, Emotional satisfaction, Corporate image, Fixed-broadband services, Technology services marketing
Abstract: 
This study develops and tests a model to investigate the antecedents of customer loyalty of fixed broadband service providers in Greece. The model considers four drivers – perceived functional and technical aspects of service quality, emotional satisfaction and corporate image – that are positively related to each other and positively affect customer intentional loyalty. On evidence drawn from 573...
ISSN: 1877-0428
URI: https://uniwacris.uniwa.gr/handle/3000/1960
Type: Conference Paper
Department: Department of Business Administration 
School: School of Administrative, Economics and Social Sciences 
Affiliation: University of West Attica (UNIWA) 
Appears in Collections:Articles / Άρθρα

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