Involvement, Satisfaction, and Brand Loyalty in a Small Business Services Setting
Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This paper examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small businesses as customers, despite their significant contribution to the economies of developed nations. A longitudinal design is implemented, and data are captured on both attitudinal loyalty and subsequent loyalty behaviors (i.e., actual purchase behavior).