An Empirical Research on the Driving Factors of Customer Loyalty Based on the Service Recovery Situation of Commercial Banks

摘要：

On the basis of customer loyalty driving theories and pre-existing researching results about the relationship between service recovery and customer satisfaction and loyalty, this paper established a customer loyalty drive model based on the service recovery situation of commercial bank. This paper discussed the impact mechanism of service failure severity, service recovery expectation, service recovery quality, switching cost and customer satisfaction on customer loyalty. Finally the paper summarized the conclusion and gave some valuable managerial suggestions.

关键词： Commercial banks Service failure Service recovery Customer loyalty

作者: Yarong Chen Shuai Zhang

作者单位: Dong Hua University, Glorious Sun School of Business and Management, Shanghai, China

会议类型: 国际会议

会议名称: 2012 International Conference on Financial,Management and Education Science(2012年金融、管理与教育科学国际会议ICFMES 2012)

会议地点: 北京

会议语种:英文

页码: 342-349

在线出版日期: 2012-05-19（万方平台首次上网日期，不代表论文的发表时间）