Customer Service Quality and Loyalty

Research on customer service quality and loyalty examines how the interactions between firms and their customers—spanning perceived value, trust, emotional responses, and the handling of service failures—shape whether customers stay, leave, or deepen their relationship with a provider. The work spans individual consumer markets and business-to-business settings, drawing on organizational behavior and relationship marketing to understand mechanisms like switching costs and commitment that keep relationships intact even when satisfaction fluctuates. A persistent open question is how firms can design service recovery processes that genuinely restore trust after a failure rather than merely suppressing complaints. Researchers are also working to untangle how digital service channels alter the formation of loyalty, given that the cues customers use to judge quality and feel valued differ substantially from those in face-to-face interactions.

Works

122,647

Total citations

3,039,791

Keywords

Customer SatisfactionService QualityPerceived ValueRelationship MarketingCustomer LoyaltySwitching Costs