Journal ArticleDOI
Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research
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TLDR
In this article, an extensive literature review highlights the state of the art regarding the relationship between customer satisfaction and loyalty, both attitudinal and behavioral, and brings to light several issues that should be carefully considered in analyzing the efficacy of customer satisfaction in explaining and predicting customer loyalty.About:
This article is published in Journal of Retailing.The article was published on 2013-09-01. It has received 418 citations till now. The article focuses on the topics: Loyalty business model & Customer delight.read more
Citations
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A model bridging team brand experience and sponsorship brand experience
TL;DR: In this article, the authors present an integrated framework of how team brand experience during the season impacts the sponsorship brand experience, which highlights the importance of understanding how fans view both the team brand and the sponsor brand and how to strengthen the bond between fans, teams, and sponsors.
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Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing
TL;DR: In this paper, the authors investigated the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity.
Journal ArticleDOI
The effect of culture on customers’ attitudes toward Facebook advertising: the moderating role of gender
Mohammad Abuhashesh,Muhammad Alshurideh,Ala'eddin Ahmed,Mohammad Ahmad Sumadi,Ra’ed Masa’deh +4 more
TL;DR: In this article, the authors investigated the impact of Hofstede's cultural factors on customers' attitudes toward Facebook advertising through the moderating role of gender and found that individualistic customers tend to make their own decisions and are less susceptible to influence from others.
Journal ArticleDOI
How vital is the role of affect on post-adoption behaviors? An examination of social commerce users
Babajide Osatuyi,Hong Qin +1 more
TL;DR: A model that integrates the existing views on social commerce post-adoption behaviors is proposed and empirically evaluates and indicates that the integrated model outperforms each of the dominant views in terms of explaining continuance use intentions and addictive behaviors.
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Why continue sharing: Determinants of behavior in ridesharing services:
TL;DR: In this paper, the authors study consumer motivations to be satisfied and to continue using ridesharing services in the context of the sharing economy and find that consumers are satisfied with the services they receive.
References
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Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
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Customer Loyalty: Toward an Integrated Conceptual Framework:
TL;DR: In this paper, customer loyalty is viewed as the strength of the relationship between an individual's relative attitude and repeat patronage, and the relationship is mediated by social norms and situational factors.
Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.
Journal ArticleDOI
Measuring the Involvement Construct
TL;DR: The Personal In-volvement Inventory was developed over four data sets of 268 undergraduate psychology students, two data set of 49 MBA students, and two data sets with 57 clerical and administrative staff members as mentioned in this paper.
Journal ArticleDOI
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
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