Loyalty to the Service Provider
Loyalty to the Service Provider
6 items
2020
α 0.85-0.91
Free
Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M.
What it measures
Six items covering the usual markers of service loyalty: first-choice status, staying power, and willingness to recommend.
Response Format
7-point Likert (very low to very high)
Representative items
- considering this service firm as my first choice for the purchase of such services is . . .
- staying loyal to this service firm is . . .
- doing more business with this service firm in the future is . . .
- additionally purchasing other services from this service firm in the future is . . .
- recommending this service firm to other people is… 2
Citation
Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality. Journal of Marketing Research, 57(5), 917-936.
Keywords
loyaltyservice marketingretention