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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Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes
TL;DR: In this article, the authors investigated the role of customer loyalty and involvement in the service recovery process in mobile phone service failures and found that the relationship between perceived effort and customer satisfaction is moderated by these two central relationship characteristics.
Journal ArticleDOI
Inertia in services: causes and consequences for switching
TL;DR: In this article, the antecedents of customer inertia are examined and the authors find evidence which explains some of the causes of inertia, and show that it has both direct and indirect effects on service provider switching intentions, though not necessarily the behavior of changing service providers.
Journal ArticleDOI
CSR, relationship quality, loyalty and psychological connection in sports
TL;DR: In this paper, the authors investigated the role played by corporate social responsibility (CSR) in building relationship quality (RQ) in the context of sports organisations. And they found evidence of a direct impact of CSR activities on RQ, and also attests the role of psychological connection in sports organizations.
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A mediating and multigroup analysis of customer loyalty
TL;DR: In this article, the authors validate a model of the direct and indirect relationships between these variables and loyalty, analyzing the mediating roles of both PSC and satisfaction in the relationship between perceived value and loyalty.
Journal ArticleDOI
Customer engagement, non-transactional behaviors and experience in services
TL;DR: In this paper, the authors highlight the central role of bank customers' engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty).
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.
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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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