Petrick 2005

Academic papers Reoperationalising the loyalty framework

Good paper - looks more at segmentation/ demographics than perceived value/satisfaction - but the third Hypothesis H3, does concern satisfaction and intention to repeat purchase.
Key point to come form the article - or question - does loyalty lead to satisfaction or vice-versa???

One use of customer loyalty data is to identify distinct segments of visitors related to their loyalty to the service. pg 200
"To be truly loyal, they must hold a favourable attitude to the product, and purchase it repeatedly."

Loyalty assessed using a Consumer loyalty matrix - detailed pg 201
Interesting idea to avoid the asking of consumers " who else do you travle with?" - look at intensity of trips taken with a gievn TO. Low intensity, high intensity etc.