Analysis of Customer Loyalty with Recommendation to Balance Emotion and Behavior

摘要

Under the commercial background of lowering switching costs and strengthening intentions to change classifying clients with customer loyalty which defined by repeat purchases and emotional preference is inaccurate. Informed research shows that loyal emotion does not always follow with high frequency of repurchase. Consequently by introducing recommendable intention and behavior this paper tries to find a better explanation of customer loyalty and builds a triadic disaggregated model consisted of repurchase frequency -loyal emotion and recommendation then analyze how dose steady loyal customer form.