Affiliation:
1. Norwegian School of Management,
2. Norwegian School of Management
Abstract
Based on theory from consumer behavior; cognitive psychology, and social cognitive psychology, this article explores the effect of corporate image in the formation of customer loyalty. Findings from the goods and service sector indicate that corporate image has a significant but indirect impact on customer loyalty. In conclusion, the authors claim that customer loyalty is driven both by disconfirmation of expectations and corporate image.
Subject
Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems
Cited by
177 articles.
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