Towards an Integrative Model of Loyalty Formation: The Role of Quality and Value
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Researchers have noted the utility of the Investment Model in explaining the formation of loyalty. This study extends the Investment Model in a leisure service context by including two additional constructs of quality and value. Quality and value are proposed as antecedents ofsatisfaction, with their effects on loyalty mediated by satisfaction. Results from an online panel survey of American cruise passengers support these hypotheses. The study provides a model ofloyalty building that may shed new insight on loyalty research. Taylor & Francis Group, LLC.
author list (cited authors)
Li, X. R., & Petrick, J. F.
complete list of authors
Li, Xiang Robert||Petrick, James F