The SERPVAL scale: A multi-item instrument for measuring service personal values

Article Abstract:

The Service Personal Values (SERPVAL) scale allows for the creation of a common ground for assessing service personal values, giving a clear understanding of the key value dimensions behind a service choice and usage. The findings show that all the three dimensions of the SERPVAL are positively associated with satisfaction, service value to social integration (SVSI) is related only with loyalty and service value to peaceful life (SVPL) is associated with both loyalty and repurchase intent.

Market Targeting & Approach, Analysis, Marketing research, Market strategy, Consumer research

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Relationship quality as a predictor of B2B customer loyalty

Article Abstract:

Managing customer loyalty in business to business services is discussed by focusing on courier services.

Courier Services, Security Guards and Patrol Services, Detective & armored car services, Delivery services, Business-to-business market, Business to business market

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The relative strength of affective commitment in securing loyalty in service relationships

Article Abstract:

Customer loyalty development in services industry through relationship marketing is discussed.

Methods, Customer relationship management

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