This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty. There is also evidence that the models underlying the formation of behavioral versus attitudinal forms of customer loyalty may vary across research settings. The results suggest that industrial equipment marketers may consider moving beyond a focus on satisfaction in relationship marketing strategies toward integrated strategies that foster brand equity and trust in their customer base as well.
Taylor, S., Celuch, K. and Goodwin, S. (2004), "The importance of brand equity to customer loyalty", Journal of Product & Brand Management, Vol. 13 No. 4, pp. 217-227. https://doi.org/10.1108/10610420410546934Download as .RIS
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