The impact of operations performance on customer loyalty

Kumar, Vikas, Batista, Luciano and Maull, Roger (2011) The impact of operations performance on customer loyalty. Service Science, 3 (2). pp. 158-171. ISSN 2146-3962

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Abstract

This research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct determinant of customer loyalty. Path Analysis is used as a methodological framework. This paper reports the findings of an empirical research conducted in a large telecommunications company operating in the UK. Regarding operations performance impact on customer loyalty, the research findings support the conclusion that while operations speed may help to acquire customers, it is the operations dependability that more strongly drives customer loyalty in the long term.

Item Type:	Article
Faculty \ School:	Faculty of Social Sciences > Norwich Business School
UEA Research Groups:	Faculty of Social Sciences > Research Groups > Innovation, Technology and Operations Management
Depositing User:	Luciano Campos Batista
Date Deposited:	26 Mar 2012 09:44
Last Modified:	27 Mar 2025 00:57
URI:	https://ueaeprints.uea.ac.uk/id/eprint/38460
DOI:	10.1287/serv.3.2.158

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