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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The role of passengers’ involvement in cause related marketing: Moderated mediation effects of brand attitude and brand consciousness in the airline industry
Soojung Kim,Jinju Jang,Insin Kim +2 more
TL;DR: In this article, the authors implemented cause related marketing (CRM) to contribute to sustainable development and gain competitive advantage in the market providing identical services and products, and found that airline companies have implemented CRM to contribute sustainable development.
Journal ArticleDOI
Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking
Asare Yaw Obeng,Mkhize L Peter +1 more
TL;DR: In this paper, the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana were explored and the results of the empirically tested model reveal new/improved product/process functionalities, service consistency, and innovative product satisfaction contribute significantly to customer loyalty.
Journal ArticleDOI
A New Model on Customers’ Attraction, Retention, and Delight (CARD) for Green Banking Practices
Nandini Prabhu,P. S. Aithal +1 more
The nature of brand loyalty at the base of the pyramid
TL;DR: In this article, the authors propose a method to solve the problem of "crowdsourcing" in online advertising, and propose a solution......................................................................................................i.i.
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.
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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