The impact of operations performance on customer loyalty

Kumar, Vikas; Batista, Luciano and Maull, Roger (2011). The impact of operations performance on customer loyalty. Service Science, 3(2) pp. 158–171.



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.

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