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CL is assessed using customer repurchase intention (RI) and repurchase behavior (RB).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Using a postal mail survey, the authors measure the CS, RI involvement and socio\u2010demographic characteristics of customers who use a credit card. RB is measured by the number of transactions and the corresponding amount spent by clients, based on data provided by the company. The proposed hypotheses are tested using random sampling and hierarchical regressions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The significant moderators are different depending on the CL measure used. When RI is utilized, the gender and age of the client have a positive effect on the CS\u2010CL relationship. However, when RB is assessed using the number of transactions made by the credit card's owner, the length of the relationship becomes the significant moderator.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>The study is limited to a single firm, from one industry sector, but provides future researchers a multitude of replication opportunities.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Demographic and relational variables are important in explaining the CS\u2010CL relationship. Customer relationship strategies have positive results. RB is preferred to RI when evaluating and explaining CL.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The assessment of customer and relational characteristics as moderating variables in the CS\u2010CL relationship, and comparing different measures of CL in a contractual service adds value to this research.<\/jats:p><\/jats:sec>","DOI":"10.1108\/00251741211266660","type":"journal-article","created":{"date-parts":[[2012,10,17]],"date-time":"2012-10-17T18:32:07Z","timestamp":1350498727000},"page":"1509-1526","source":"Crossref","is-referenced-by-count":60,"title":["The customer satisfaction\u2010customer loyalty relationship"],"prefix":"10.1108","volume":"50","author":[{"given":"Helena","family":"Martins Gon\u00e7alves","sequence":"first","affiliation":[]},{"given":"Patr\u00edcia","family":"Sampaio","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022030720353167000_b1","doi-asserted-by":"crossref","unstructured":"Agustin, C. and Singh, J. 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