Journal ArticleDOI
Revisiting the Satisfaction-Loyalty Relationship: Empirical Generalizations and Directions for Future Research
Reads0
Chats0
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
More filters
Journal ArticleDOI
Exploring consumer loyalty towards brands of safe vegetables in Vietnam
TL;DR: In this paper, the authors explored segments of consumer loyalty and its influential factors towards safe food brands in the country, based on a sample of 250 consumers buying safe food in Hanoi city in February 2019.
Book ChapterDOI
The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector
TL;DR: In this paper, the authors presented an overview of customer satisfaction, customer satisfaction and service quality, and customer satisfaction in the tourism industry, and the overview of the customer loyalty in the mobile service company.
The impact of new partners entering partnership loyalty programmes on customer acquisition and retention
TL;DR: In this article, the authors propose a solution to solve the problem of the problem: this article ] of unstructured data, i.i.d., i.e.,
Journal ArticleDOI
Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty
Jose M. Múgica,Carmen Berné +1 more
TL;DR: In this paper, a model that includes customer satisfaction and participation as the main drivers of customer loyalty is presented, which reveals a different potential of the two types of e-channels in producing higher levels of loyalty through customer participation.
Journal ArticleDOI
Customer Retention and Telecommunications Services in Bangladesh
TL;DR: In this paper, the antecedents of customer satisfaction and retention behavior were explored, and the findings support the importance of the customer satisfaction in building buyer-seller relationship, and reveal customer retention is the precursor of company's profit.
References
More filters
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...
Related Papers (5)
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more