Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers
The competitive environment today has resulted in proliferation of choices offered to consumers, rendering the traditional marketing strategy questionable. Consequently, value-based management has become the hot topic by firms, integrating customer value into operations throughout the entire value c...
| Main Author: | |
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2007
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| Online Access: | https://eprints.nottingham.ac.uk/24360/ |
| _version_ | 1848792758965239808 |
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| author | Teo, Maybelline Kiat Hui |
| author_facet | Teo, Maybelline Kiat Hui |
| author_sort | Teo, Maybelline Kiat Hui |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | The competitive environment today has resulted in proliferation of choices offered to consumers, rendering the traditional marketing strategy questionable. Consequently, value-based management has become the hot topic by firms, integrating customer value into operations throughout the entire value chain. It has been widely researched that customer value is an important source of competitive edge for firms to be successful as they are able to generate customer loyalty to increase their share of sales and market. However, the fundamental issues on interdependency of customer value and loyalty have not been researched so far, to the best knowledge of the author. It is still not clear how strong loyalty prevails according to customer value when consumers are faced with so many choices in today’s competitive environment. If customer value is of paramount to consumers, will their loyalty towards certain brands hold? The present paper aims at making a contribution to marketing management to understand customer loyalty in the age of value. It seeks to identify and understand the interaction between customer value and loyalty, and to what extent loyalty exists when customers are presented with so many options offering customer value. This exploratory research in the context of Malaysian consumers contributes to marketers in creating and sustaining customer loyalty by understanding whether drivers for customer value are different for every consumer and to what extent these drivers influence them. |
| first_indexed | 2025-11-14T18:49:30Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-24360 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:49:30Z |
| publishDate | 2007 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-243602018-01-27T02:58:23Z https://eprints.nottingham.ac.uk/24360/ Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers Teo, Maybelline Kiat Hui The competitive environment today has resulted in proliferation of choices offered to consumers, rendering the traditional marketing strategy questionable. Consequently, value-based management has become the hot topic by firms, integrating customer value into operations throughout the entire value chain. It has been widely researched that customer value is an important source of competitive edge for firms to be successful as they are able to generate customer loyalty to increase their share of sales and market. However, the fundamental issues on interdependency of customer value and loyalty have not been researched so far, to the best knowledge of the author. It is still not clear how strong loyalty prevails according to customer value when consumers are faced with so many choices in today’s competitive environment. If customer value is of paramount to consumers, will their loyalty towards certain brands hold? The present paper aims at making a contribution to marketing management to understand customer loyalty in the age of value. It seeks to identify and understand the interaction between customer value and loyalty, and to what extent loyalty exists when customers are presented with so many options offering customer value. This exploratory research in the context of Malaysian consumers contributes to marketers in creating and sustaining customer loyalty by understanding whether drivers for customer value are different for every consumer and to what extent these drivers influence them. 2007 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/24360/1/maybellineteo.pdf Teo, Maybelline Kiat Hui (2007) Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers. [Dissertation (University of Nottingham only)] (Unpublished) |
| spellingShingle | Teo, Maybelline Kiat Hui Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title | Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title_full | Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title_fullStr | Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title_full_unstemmed | Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title_short | Understanding Customer Loyalty in the Age of Value: A Study on Malaysian Consumers |
| title_sort | understanding customer loyalty in the age of value: a study on malaysian consumers |
| url | https://eprints.nottingham.ac.uk/24360/ |