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• W3215723892 endingPage "624" @default.
• W3215723892 startingPage "584" @default.
• W3215723892 abstract "The objective of this study is to empirically validate the influence of positive psychological capital (PsyCap) on loyalty, satisfaction, and trust with a theoretical foundation in the Conservation of Resources (COR) theory. Data collected from 428 respondents in a retail banking setting were analyzed using structural equation modeling (SEM) to identify relationships within the conceptual model before being reanalyzed through a fuzzy set qualitative comparative analysis (fsQCA) to complement the SEM results. The findings show that the PsyCap dimensions of hope, self-efficacy, and resilience directly impact loyalty. Additionally, resilience and self-efficacy have a positive and significant relationship with satisfaction, while hope, resilience, and self-efficacy have positive and significant relationships with trust. Optimism, however, did not have a significant relationship with loyalty, satisfaction, or trust. The findings provide empirical evidence that customers’ PsyCap is essential for conceptualizing loyalty. This study introduces the concept of PsyCap in managing customer relationship in the business-to-consumer domain and demonstrates its role in loyalty, satisfaction, and trust. It also suggests specific PsyCap dimensions that should be incorporated into customer relationship management strategies." @default.
• W3215723892 created "2021-12-06" @default.
• W3215723892 creator A5033651787 @default.
• W3215723892 date "2021-11-30" @default.
• W3215723892 modified "2023-10-01" @default.
• W3215723892 title "Why Are Some Customers More Loyal Than Others? The Impact of Positive Psychological Capital on Loyalty, Satisfaction, and Trust" @default.
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