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The impact of operations performance on customer loyalty

Kumar, Vikas; Batista, Luciano; Maull, Roger

Authors

Luciano Batista

Roger Maull



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.

Citation

Kumar, V., Batista, L., & Maull, R. (2010). The impact of operations performance on customer loyalty. Service Science, 3(2), 158-171. https://doi.org/10.1287/serv.3.2.158

Journal Article Type Article
Publication Date Nov 22, 2010
Journal Service Science
Publisher INFORMS
Peer Reviewed Peer Reviewed
Volume 3
Issue 2
Pages 158-171
DOI https://doi.org/10.1287/serv.3.2.158
Keywords customer loyalty drivers, operations performance, service delivery, dependability, speed, quality
Public URL https://uwe-repository.worktribe.com/output/973421
Publisher URL http://dx.doi.org/10.1287/serv.3.2.158
Related Public URLs http://people.uwe.ac.uk/Pages/person.aspx?accountname=campus\v4-kumar