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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Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media
TL;DR: Wang et al. as mentioned in this paper investigated for the first time consumer perceptions of value-in-the-brand-page-experience (VIBE) in an emerging market setting of China.
Journal ArticleDOI
Is corporate social responsibility a motivator or hygiene factor? Insights into its bivalent nature
TL;DR: In this article, the authors investigated the impact of corporate social responsibility (CSR) practices on customer relationships and concluded that CSR is not only something that a company should engage in based on principled grounds but also something that must practice for strategic reasons as their customers demand it and place relational value on it.
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The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers
Yi-Chun Ou,Peter C. Verhoef +1 more
TL;DR: In this article, the authors examined the incremental effects of positive and negative emotions on loyalty intentions and determined whether these emotions moderate the positive link between CEDs and loyalty intentions, and provided a strategic matrix to help managers arrive at effective combinations.
Journal ArticleDOI
What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain
TL;DR: In this article, the authors examined the attitudes and beliefs of the Gen Y members towards mobile Internet service providers (MISPs), and found that perceived value significantly influenced the satisfaction of Gen Y customers and, in turn, their loyalty towards MISPs.
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To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?
TL;DR: In this paper, the authors investigate how firms can achieve high levels of customer loyalty under different configurations of perceived switching costs, returns management, customer value, and customer satisfaction, and apply this theory to determine all the possible "recipes" that build strong customer loyalty in the B2B context.
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.
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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.
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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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