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 Effects of Online Cues and Perceived Risk on Customer Loyalty: An Empirical Study Among Online Footwear Buyers in India
Sanjeev Prashar,Pranay Verma +1 more
TL;DR: The model suggests perceived risk is vital for customer loyalty, and that males and females perceive the relationship between product display satisfaction, assortment satisfaction, and price comparison satisfaction differently.
Journal ArticleDOI
Customer-contact employees’ empowerment and customer performance: The CRM effectiveness as a mediator
TL;DR: In this paper, the authors explored the relationship between customer contact employees empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL), and word-of-mouth (WOM).
Journal ArticleDOI
Information seeking behavior causing satisfaction modification intentions: An empirical study to address emerging challenges in a service context
G Rejikumar,A. Aswathy Asokan +1 more
TL;DR: In this article, the authors examined the importance given by customers to various types of information in evaluating a service encounter and tried to conceptualize the hierarchical process of formation, retention and modification of customer satisfaction under perceived information importance.
Journal ArticleDOI
Franchise network relationships and word of mouth communication in social media networks
C.M. Sashi,Gina Brynildsen +1 more
TL;DR: In this article , the authors examined how the size of a franchise network impacts word of mouth communication in social media networks and empirically investigated hypotheses linking franchise network size to word-of-mouth communication via two types of customer engagement behavior: loyalty to the brand and liking of the brand.
Journal ArticleDOI
Usefulness of Tools to Enhance Retention and Loyalty in Purchasing OTC Drugs from the Perspective of Clients of B&M Pharmacies☆
Hana Lostakova,Vera Horakova +1 more
TL;DR: In this article, the authors defined the forms of retention support suitable for OTC drugs and summarized the results of a quantitative research among clients of brick and mortar pharmacies in the Czech Republic, focused on the perception of attractiveness of the various forms to support retention and loyalty from their perspective.
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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