Customer Service Quality and Loyalty

Research on customer service quality and loyalty examines how interactions between firms and their customers shape satisfaction, trust, and the decision to stay with or leave a provider. Central to this work is understanding not just whether customers are happy, but how perceived value, emotional commitment, and switching costs combine to make loyalty durable or fragile across consumer and business-to-business settings. Service recovery—how firms respond when things go wrong—has emerged as a particularly consequential area, since a mishandled complaint can erode trust faster than the original failure. Ongoing questions include how digital channels alter the dynamics of relationship-building, and whether the mechanisms driving loyalty in transactional consumer markets translate meaningfully to long-term B2B contracts.

Works

123,407

Total citations

3,057,594

Keywords

Customer SatisfactionService QualityPerceived ValueRelationship MarketingCustomer LoyaltySwitching Costs