Skip to main content

Service Quality vs Price: The Moderating Role of Customer Loyalty

Buy Article:

$15.24 plus tax (Refund Policy)

This paper reviews service quality and pricing and their impact upon customer satisfaction and loyalty. Customer loyalty initiatives are used by companies to try to encourage repeat business, provide opportunities to cross sell and enhance revenue potential. Consequently, theories of service quality, pricing and customer loyalty are discussed. The use of a loyalty scale to measure the level of customer loyalty development as the first stage in a two stage mixed methods design is outlined. However, this paper is about the second stage of the research using findings from a series of focus groups concentrating on the moderating effect that three different levels of customer loyalty development have on perceptions of service quality and price. The study is set within the passenger ferry sector. The paper concludes by discussing the moderating effect of levels of customer loyalty development on perceptions of service quality and price and presents implications for service managers.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
No Metrics


Document Type: Research Article

Publication date: 2005-12-01

More about this publication?
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more