Behavioral Loyalty – Service

Behavioral Loyalty

-Cellular Industry
How likely are you to switch the provider once your contract with [MobileStar/brand] ends?
0% = not at all likely; 100% = very likely

-Leisure/Travel Industry
How likely will you choose a different travel agency the next time you are traveling?
0% = not at all likely; 100% = very likely

Title: Walk Your Talk: An Experimental Investigation of the Relationship Between Word of Mouth and Communicators’ Loyalty
Author(s) & Year: Ina Garnefeld, Sabrina Helm & Andreas Eggert (2011)
Journal: Journal of Service Research, Vol. 14, No. 1, 93-107