Abstract
In this paper, the authors examine the contribution of elements of service to satisfaction, loyalty and consumer purchase behaviour. Loyalty is defined in this study as the consumer's commitment to the company and the purchase behaviour as his share of purchase in this company. Analysis is based on Llosa's tetraclass model which is tested for a complex offer of service in a healthcare area and broadened to client commitment and share of purchase.
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Clerfeuille, F., Poubanne, Y. Differences in the contributions of elements of service to satisfaction, commitment and consumers' share of purchase: A study from the tetraclass model. J Target Meas Anal Mark 12, 66–81 (2003). https://doi.org/10.1057/palgrave.jt.5740099
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DOI: https://doi.org/10.1057/palgrave.jt.5740099