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
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Forging a Stronger Academic-Practitioner Partnership–The Case of Net Promoter Score (NPS)
TL;DR: In this article, the authors examine the issues that impede the development of robust academic analysis of popular managerial practices and metrics using the case of the Net Promoter Score/System (NPS).
Journal ArticleDOI
How cross-culture affects the outcomes of co-creation
TL;DR: In this article, the authors examined the outcomes of co-creation from a customer perspective using well-recognised customer management variables (customer satisfaction, loyalty and word-of-mouth (WOM).
Journal ArticleDOI
Understanding non-private label consumers’ switching intention in emerging market
Eugene Cheng-Xi Aw,Han Xi Chong +1 more
TL;DR: In this paper, a research model encompassing marketing mix activities as antecedents of non-private label consumers' switching intention, particularly from an emerging market perspective, was proposed and empirically tested.
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Multi-brand loyalty in consumer markets: a qualitatively-driven mixed methods approach
TL;DR: In this paper, a sequential, qualitatively driven mixed-method design consisting of in-depth interviews and supplementary survey research was used to explore the facets of multi-brand loyalty in consumer markets.
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Relationship Marketing and Intangible Resources: The Mediating Effect of Loyalty
Dayanna Rosa,Orlando Lima Rua +1 more
TL;DR: In this paper, the authors introduce loyalty as a relevant mediator construct on the relation between relationship marketing and intangible resources and find evidence that in the perception of top managers, relationship marketing positively influences customer loyalty, and customer loyalty positively influences the company's intangible resources.
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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