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
May we buy your love? psychological effects of incentives on writing likelihood and valence of online product reviews
TL;DR: With one pilot and two experimental studies, this research shows that offering incentives indeed increases the likelihood of review writing, but the effect on review valence is mixed, due to contradictory psychological effects.
Journal ArticleDOI
Private sales clubs: a 21st century distribution channel
TL;DR: In this article, the authors used quantile regressions to measure the impact of the distribution services provided by private sales clubs on customer satisfaction and economic performance, and found that the distortions introduced by ignoring asymmetries in the response function with respect to customer satisfaction are extremely misleading for managers.
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Importance of offline service quality in building loyalty of OC service brand
TL;DR: In this paper , a survey of 127 respondents was collected to test Partial Least Squares-Structural Equation Modeling (PLS-SEM) and found that tangibility and empathy of offline OC service directly affect customer satisfaction and attitude toward overall OC service brand, confirming the importance of offline service quality of OC in the OC service platform management.
Journal ArticleDOI
Antecedents and moderators of golf tourists’ behavioral intentions
Michela C. Mason,Andrea Moretti +1 more
TL;DR: In this article, a context-specific integrated model was developed and tested to shed further light on the complex discordance in the literature with new empirical data in order to provide a better understanding of golf tourism in a Mediterranean golf resort located in Italy.
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Building chain loyalty in grocery retailing by means of loyalty programs – A study of ‘the Norwegian case’
TL;DR: In this article, the authors analyze chain loyalty effects of customers' perceived value of loyalty programs in grocery retailing and find that customers perceived value has significant direct and moderating effects on chain loyalty, and the moderation effects are chain dependent.
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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