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Short- and Long-Term Metrics: Key Loyalty Indicators That Truly Matter

From a managerial perspective, the issue of loyalty is a critical one for improving business performance (McManus and Guilding, 2008). However, loyalty, as a multidimensional construct that includes attitudes, intentions, and behaviors, is not always easy to measure (Belli et al., 2022). In an attempt to do so, companies refer to parameters such as customer value, purchase frequency, retention, penetration, ...