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
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An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa
TL;DR: In this paper, the authors examined the overall customer satisfaction with the service delivery of mobile network operators (MNOs) in South Africa, and adopted a quantitative method and follow-up.
Journal ArticleDOI
An analysis of configurations of relationship quality dimensions to explain sources of behavioral outcomes in globalized manufacturing
Bodo Steiner,Moritz Brandhoff +1 more
TL;DR: In this paper, a joint analysis of behavioral and objective performance data from globalized manufacturing links perceptual customer metrics that relate to dimensions of relationship quality with behavioral outcomes (i.e., attitudinal loyalty, perceived customer orientation, customers' perceived innovativeness of the supplier and perceived customer influence on supplier innovation).
Journal Article
The effect of switching cost and product return management on repurchase intent: A case study in the B2B distribution channel context in Indonesia
TL;DR: In this paper, the authors investigated the effect of switching cost and product return management on re-purchase intent with customer satisfaction and customer value playing as moderating variables and found that customer satisfaction had a significant effect on how switching cost influencing re-Purchase intent.
Journal ArticleDOI
Assortment satisfaction: The tale of online footwear sales
Pranay Verma,Anil Kumar Sharma +1 more
TL;DR: In this paper, the authors investigate the factors that influence consumer's assortment satisfaction during online purchase of footwear and establish a link between product display and price comparison upon assortment satisfaction, which is the first paper which establishes a link that establishes a significant impact of product display on assortment satisfaction.
Journal ArticleDOI
Bridging the gap between customer experience management and mobile shopping
TL;DR: In this paper, the authors study three clues (employee reputation, site design, and security) of the Customer Experience Management framework that can prompt mobile shopper satisfaction and repurchase intention.
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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