IDEAS home Printed from https://ideas.repec.org/a/inm/orserv/v3y2011i2p158-171.html
   My bibliography  Save this article

The Impact of Operations Performance on Customer Loyalty

Author

Listed:
  • Vikas Kumar

    (Department of Management, Dublin City University Business School, Dublin, Republic of Ireland)

  • Luciano Batista

    (Centre for Research on Knowledge, Innovation and Enterprise, The Open University Business School, Milton Keynes, United Kingdom)

  • Roger Maull

    (Department of Management, Exeter Business School, University of Exeter, Exeter, United Kingdom)

Abstract

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. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Suggested Citation

  • Vikas Kumar & Luciano Batista & Roger Maull, 2011. "The Impact of Operations Performance on Customer Loyalty," Service Science, INFORMS, vol. 3(2), pages 158-171, June.
    • Handle: RePEc:inm:orserv:v:3:y:2011:i:2:p:158-171
    DOI: 10.1287/serv.3.2.158
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/serv.3.2.158
    Download Restriction: no
    File URL: https://libkey.io/10.1287/serv.3.2.158?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orserv:v:3:y:2011:i:2:p:158-171. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.