The dimensions of customer loyalty and its key drivers: an integrated framework in perspective of customer equity management

In the customer-centered era, customer equity management may be used as one of the most important drivers to foster customer loyalty, and some important contingent factors such as relationship benefits and switching cost are also playing a moderating role in this process. This paper is designed to investigate how customer equity management, relationship benefits and switching cost may influence customer loyalty and how firms can strengthen them conceptually and empirically.