Theoretical aspects of determining the types of customer loyalty

An approach to identifying types of customer loyalty which is based on the customer loyalty matrix in terms of attitudinal and behavioral loyalty has been further developed. The proposed criteria are divided into three levels: high, medium and low. The improved customer loyalty matrix includes nine...

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Main Authors:	Fedotova Iryna, Kryvoruchko Oksana, Shynkarenko Volodymyr
Format:	Article
Language:	English
Published:	EDP Sciences 2019-01-01
Series:	SHS Web of Conferences
Online Access:	https://www.shs-conferences.org/articles/shsconf/pdf/2019/08/shsconf_NTI-UkrSURT2019_04004.pdf

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spelling	doaj-77f85c34a32b47ac9281ba7fef21b3af2021-04-02T15:20:13ZengEDP SciencesSHS Web of Conferences2261-24242019-01-01670400410.1051/shsconf/20196704004shsconf_NTI-UkrSURT2019_04004Theoretical aspects of determining the types of customer loyaltyFedotova IrynaKryvoruchko OksanaShynkarenko VolodymyrAn approach to identifying types of customer loyalty which is based on the customer loyalty matrix in terms of attitudinal and behavioral loyalty has been further developed. The proposed criteria are divided into three levels: high, medium and low. The improved customer loyalty matrix includes nine types of loyalty: true, active, latent, projected, neutral, basic, spurious, ultimate and no loyalty. Based on the loyalty matrix, a gradation of consumers according to the type of loyalty is made, which enables to develop a further strategy to increase the loyalty of an individual consumer.https://www.shs-conferences.org/articles/shsconf/pdf/2019/08/shsconf_NTI-UkrSURT2019_04004.pdf
collection	DOAJ
language	English
format	Article
sources	DOAJ
author	Fedotova Iryna Kryvoruchko Oksana Shynkarenko Volodymyr
spellingShingle	Fedotova Iryna Kryvoruchko Oksana Shynkarenko Volodymyr Theoretical aspects of determining the types of customer loyalty SHS Web of Conferences
author_facet	Fedotova Iryna Kryvoruchko Oksana Shynkarenko Volodymyr
author_sort	Fedotova Iryna
title	Theoretical aspects of determining the types of customer loyalty
title_short	Theoretical aspects of determining the types of customer loyalty
title_full	Theoretical aspects of determining the types of customer loyalty
title_fullStr	Theoretical aspects of determining the types of customer loyalty
title_full_unstemmed	Theoretical aspects of determining the types of customer loyalty
title_sort	theoretical aspects of determining the types of customer loyalty
publisher	EDP Sciences
series	SHS Web of Conferences
issn	2261-2424
publishDate	2019-01-01
description	An approach to identifying types of customer loyalty which is based on the customer loyalty matrix in terms of attitudinal and behavioral loyalty has been further developed. The proposed criteria are divided into three levels: high, medium and low. The improved customer loyalty matrix includes nine types of loyalty: true, active, latent, projected, neutral, basic, spurious, ultimate and no loyalty. Based on the loyalty matrix, a gradation of consumers according to the type of loyalty is made, which enables to develop a further strategy to increase the loyalty of an individual consumer.
url	https://www.shs-conferences.org/articles/shsconf/pdf/2019/08/shsconf_NTI-UkrSURT2019_04004.pdf
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Theoretical aspects of determining the types of customer loyalty

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