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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Journal ArticleDOI
The impact of customer equity drivers on loyalty intentions among Chinese banking customers: The moderating role of emotions
TL;DR: In this article, the authors explored the impacts of customer equity drivers on loyalty intentions along with exploring the moderating role of customer emotions (positive emotions and negative emotions) and found that the emotional responses of customers have a significant impact on the formation of loyalty intentions.
Journal ArticleDOI
Modeling customer advocacy: a PLS path modeling approach
TL;DR: In this article, the authors aim to model customer advocacy and provide empirical evidence for the fact that if a service company advocates for the best interests of its customers, they will reciprocate with stronger loyalty and advocacy for the company.
Journal ArticleDOI
Mechanism Connecting Environmental Friendliness to Service Loyalty: The Role of Positive Customer Emotions and Satisfaction
TL;DR: In this paper, the mechanisms linking consumers' perceptions of the environmental friendliness of service to customer loyalty were explored, and the positive emotions evoked by perceptions of environmental friendly service were investigated.
Book ChapterDOI
Customer experiences as drivers of customer satisfaction
TL;DR: Customer satisfaction measures the extent to which a product or service has reached expectations or how a product performed compared to an ideal (Johnson and Fornell 1991; Anderson, Fornell, & Lehmann 1994) as discussed by the authors.
Journal ArticleDOI
Customer dependence and customer loyalty in traditional and modern format stores
TL;DR: The findings indicate a significant relationship between customer loyalty and customer dependence, and switching cost and trust have been found to have a moderating effect over the relationship in both modern and traditional environments.
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.
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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