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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Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats
TL;DR: In this paper, the authors developed a standardized questionnaire for evaluating the shopping experience, and conducted a large study in several grocery stores across different formats during a time span of five years, which enabled them to uncover interesting patterns using both individual and store-level analyses.
Journal ArticleDOI
Customer in-role and extra-role behaviours in a retail setting
TL;DR: In this article, a random sample of 500 customers from the flagship store of an up-market, international department store chain participated in a written survey and purchase data for each customer was obtained from the retailer's loyalty card database.
Journal ArticleDOI
From retail innovation and image to loyalty: moderating effects of product type
TL;DR: In this paper, the authors analyse value-satisfaction-loyalty relationships in retailing by examining the contribution of image and innovation and understanding value as a multidimensional construct.
Journal ArticleDOI
Allocation of Resources to Customer Satisfaction and Delight Based on Utilitarian and Hedonic Benefits
TL;DR: In this paper, a strategic typology is introduced to improve a firms' return on investment (ROI) based on understanding whether to devote additional resources to improve customer satisfaction and increase delight.
Journal ArticleDOI
The relationship between exchanged resources and loyalty intentions
TL;DR: In this paper, the applicability of the exchange concept in the marketing domain was discussed and the authors draw on current exchange theories to show how members of an aquatic center receive relatio...
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.
Journal ArticleDOI
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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