Customer Loyalty Scale
The Customer Loyalty Scale (CLS) measures customer loyalty as a combination of attitudinal commitment and behavioral intention. Developed by Dick and Basu (1994), the scale distinguishes between behavioral loyalty (repeat purchases) and attitudinal loyalty (emotional commitment), recognizing that true loyalty involves both. CLS captures multiple dimensions of loyalty including repurchase intention, word-of-mouth advocacy, and resistance to competitive offerings. The instrument is widely used in marketing research to predict customer lifetime value and identify at-risk customers.
Kilderegister
Siteringer kopiert ordrett fra metodens kilderegister. Ingen påstandsnivåverifisering er underforstått fra dem.
- Dick, A. S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2), 99-113. · DOI 10.1177/0092070394222001
- Hennig-Thurau, T., Langer, M. F., & Hansen, U. (2002). Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality. Journal of Service Research, 4(4), 331-344. · DOI 10.1177/109467050134006
Kuraterte påstander
Påstander lagret i bevishovedboken, hver med sin egen vurdering.
Denne visningen finner ikke opp en påstandsvurdering når hovedboken ikke har noen.
Relaterte metoder
Generert fra metodegrafen og vist som maskinforslåtte relasjoner – ingen bevispåstand er underforstått.