Main Article Content
Abstract
Marketing literature identifies different loyalty determinants, explaining and investigating them from a theoretical and practical point of view. Loyalty dimensions can be divided in two different categories like Perceptual factors (such as satisfaction and trust) and Behavioural factors (such as the number of purchased articles). The study is framed as a classification of antecedents of customer loyalty: evaluative judgments (service quality, customer satisfaction), relational outcomes (trust, commitment) and company dynamics (corporative image, communication, switching costs).