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Inertia: Spurious Loyalty or Action Loyalty?

Asia Pacific Management Review, 2011-03, Vol.16 (1), p.031-050 [Peer Reviewed Journal]

Copyright National Cheng Kung University, College of Management Mar 2011 ;ISSN: 1029-3132 ;EISSN: 2589-8213

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  • Title:
    Inertia: Spurious Loyalty or Action Loyalty?
  • Author: Wu, Li-wei
  • Subjects: alternative attractiveness ; Brand loyalty ; commitment ; customer loyalty ; Customer services ; Inertia ; Scopus ; TSSCI
  • Is Part Of: Asia Pacific Management Review, 2011-03, Vol.16 (1), p.031-050
  • Description: Although much research on customer behaviors has demonstrated thepositive role of inertia in the action loyalty phase, previous studies on inertia still emphasize the spurious dimension of customer loyalty. This study seeks to analyze how inertia varies with differing levels of alternative attractiveness, relationship length, and commitment in affecting customer loyalty. The results suggest that alternative attractiveness decreases the effect of inertia on customer loyalty. On the other hand, although commitment and relationship length strengthen the relationship between inertia and customer loyalty, only commitment provides resistance to attractiveness from alternative offerings and generates action loyalty
  • Publisher: 台灣: 國立成功大學企業管理學院
  • Language: Chinese;English
  • Identifier: ISSN: 1029-3132
    EISSN: 2589-8213
  • Source: ProQuest Databases
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