LOYALTY AND CUSTOMER SATISFACTION IN RETAIL BANKING. THE ROLE OF SOCIAL NETWORK

AUTHOR:
Luca Petruzzellis
Dipartimento di Studi Aziendali e Giusprivatistici, University of Bari, Italy
Via Camillo Rosalba n.53 – 70124 Bari – Italy. lu.petruzzellis@disag.uniba.it
Salvatore Romanazzi
Dipartimento di Studi Aziendali e Giusprivatistici, University of Bari, Italy
Via Camillo Rosalba n.53 – 70124 Bari – Italy. salvatore.romanazzi@gmail.com
Antonia Rosa Gurrieri
Dipartimento di Scienze Giuridiche Privatistiche, University of Foggia, Italy
Largo Papa Giovanni Paolo II, 1 – [...]

Loyalty Program Attributes And Their Influence On Retail Customer Satisfaction

AUTHOR:
Kerrie Bridson, Deakin University
Melissa Hickman, Monash University
Jody Evans, Melbourne Business School
ABSTRACT:
This paper empirically examines the extent to which loyalty program attributes explain variations in satisfaction with the retail offer. Two dimensions of loyalty program attributes are introduced including hard attributes and soft attributes. Store satisfaction is examined in terms of the elements of the retail [...]