Customer Service Quality and Loyalty

Research on customer service quality and loyalty examines how interactions between firms and their customers—shaped by perceived value, trust, and emotional response—translate into repeat business, referrals, or defection. Scholars in this area study mechanisms like relationship marketing, switching costs, and service recovery to understand why satisfaction does not always predict retention, and why dissatisfied customers sometimes stay anyway. The work spans both consumer markets and business-to-business contexts, where the dynamics of commitment and dependence differ considerably. Active questions include how digital service channels alter the psychology of trust and recovery, and whether loyalty driven by high switching costs carries the same long-term value for firms as loyalty rooted in genuine commitment.

Works

125,455

Total citations

3,075,292

Keywords

Customer SatisfactionService QualityPerceived ValueRelationship MarketingCustomer LoyaltySwitching Costs