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Chinese customers' loyalty to international consulting firms

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  • Qianqian Li
  • Qinqin Zheng

Abstract

International consulting firms enjoy higher customer loyalty than domestic firms in China. This paper investigates an influence model of customer loyalty on international consulting firms that goes beyond traditional research. Using a sample of 231 companies receiving service from international consulting firms in China, structural model testing validated the idea that choice based on service quality and belief caused by halo effect together lead to the customer loyalty on international consulting firms. International consulting companies have some born advantage doing business in emerging markets such as China due to Chinese customers' belief caused by halo effect.

Suggested Citation

  • Qianqian Li & Qinqin Zheng, 2013. "Chinese customers' loyalty to international consulting firms," The Service Industries Journal, Taylor & Francis Journals, vol. 33(15-16), pages 1495-1513, December.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:15-16:p:1495-1513
    DOI: 10.1080/02642069.2011.635300
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    Cited by:

    1. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.

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