Loyalty Relationships In Technology-Based Remote Service Encounters | Soma Sur

With the revolution in the telecommunication field, technology has become an integral part of the business and has changed the way businesses are being run today. Many new services have come up using technology-based remote services in addition to the existing physical channels. This study aimed at getting a clear idea about the underlying complex relationships between perceived value, satisfaction, trust, commitment and their effects on loyalty in technology-based remote service encounters. The study has revealed both the direct and indirect effects of these con structs on loyalty and has brought about a better understanding of the factors that govern the technology-based remote service process. This study is not only useful for academic purpose but can also help managers devise strategies to attract customers, retain them for a longer period and make them loyal, which in turn would add to the bottom lines.