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JournalISSN: 0742-6046

Psychology & Marketing

About: Psychology & Marketing is an academic journal. The journal publishes majorly in the area(s): Consumer behaviour & Product (category theory). It has an ISSN identifier of 0742-6046. Over the lifetime, 2122 publication(s) have been published receiving 125691 citation(s).

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Journal ArticleDOI: 10.1002/MAR.10063
Abstract: The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e-satisfaction on e-loyalty, whereas inertia suppresses the impact of e-satisfaction on e-loyalty With respect to business level factors, both trust and perceived value, as developed by the company, significantly accentuate the impact of e-satisfaction on e-loyalty © 2003 Wiley Periodicals, Inc

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Topics: Loyalty (57%)

1,826 Citations


Open accessJournal ArticleDOI: 10.1002/MAR.20030
Zhilin Yang1, Robin T. Peterson2Institutions (2)
Abstract: It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, this article examines the moderating effects of switching costs on customer loyalty through both satisfaction and perceived-value measures. The results, evoked from a Web-based survey of online service users, indicate that companies that strive for customer loyalty should focus primarily on satisfaction and perceived value. The moderating effects of switching costs on the association of customer loyalty and customer satisfaction and perceived value are significant only when the level of customer satisfaction or perceived value is above average. In light of the major findings, the article sets forth strategic implications for customer loyalty in the setting of electronic commerce. © 2004 Wiley Periodicals, Inc.

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  • Figure 1. Conceptual model.
    Figure 1. Conceptual model.
  • Table 4. Moderated Regression Analysis of the Effect of Switching Costs on Customer Loyalty (for the Whole Sample).
    Table 4. Moderated Regression Analysis of the Effect of Switching Costs on Customer Loyalty (for the Whole Sample).
  • Table 3. Structural Equation Models of Satisfaction, Perceived Value, and Loyalty.
    Table 3. Structural Equation Models of Satisfaction, Perceived Value, and Loyalty.
  • Table 2. CFA Results of Measures.
    Table 2. CFA Results of Measures.
  • Table 5. Moderated Regression Analysis of the Effect of Switching Costs on Customer Loyalty, by Levels of Customer Satisfaction and Perceived Value.
    Table 5. Moderated Regression Analysis of the Effect of Switching Costs on Customer Loyalty, by Levels of Customer Satisfaction and Perceived Value.
Topics: Loyalty business model (76%), Customer retention (73%), Customer delight (72%) ...read more

1,736 Citations


Open accessJournal ArticleDOI: 10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F
Abstract: Customer satisfaction with a company’s products or services is often seen as the key to a company’s success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical investigations in this area indicate that a direct relationship between these constructs is weak or even nonexistent. The overall purpose of this article is to develop a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality. The article involves a critical examination of the satisfaction ‐ retention relationship, and the development of a more comprehensive view of the customer’s quality perception. ©1997 John Wiley & Sons, Inc.

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Topics: Customer retention (79%), Customer delight (77%), Customer advocacy (75%) ...read more

1,283 Citations


Michael C. Budden1Institutions (1)

1,211 Citations


Open accessJournal ArticleDOI: 10.1002/1520-6793(200101)18:1<43::AID-MAR3>3.0.CO;2-I
Christian Homburg1, Annette Giering1Institutions (1)
Abstract: Previous research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. The authors develop a set of hypotheses related to the moderating effect of selected personal characteristics on the satisfaction-loyalty link. These hypotheses are tested in a consumer durables context using multiple group causal analysis. Empirical findings provide reasonable support for the theoretical arguments. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction-loyalty relationship.

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  • Table 3. Results of Multiple Group Analysis
    Table 3. Results of Multiple Group Analysis
  • Table 1. Validation of Construct Measures
    Table 1. Validation of Construct Measures
  • Figure 1: Causal Model of Effects between Customer Satisfaction and Loyalty
    Figure 1: Causal Model of Effects between Customer Satisfaction and Loyalty
  • Table 2. Estimates of Structural Equation Coefficients
    Table 2. Estimates of Structural Equation Coefficients
Topics: Customer satisfaction (58%), Loyalty (57%), Moderation (54%)

1,113 Citations


Performance
Metrics
No. of papers from the Journal in previous years
YearPapers
2021192
2020124
201988
201874
201781
201691

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Journal's top 5 most impactful authors

Arch G. Woodside

18 papers, 1.2K citations

Richard P. Bagozzi

12 papers, 655 citations

John C. Mowen

10 papers, 522 citations

Rajan Nataraajan

6 papers, 172 citations

Christian Homburg

5 papers, 1.3K citations

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