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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Journal ArticleDOI
Consumer social resources to co-create: evidence from Vietnam
TL;DR: In this article, the structural relationships among consumer social resources (including social capital and social exchange), co-creation behaviors (as outcome of social resources) and satisfaction and positive word-of-mouth (as joint outcomes of social resource and cocreation practice) are investigated.
Journal Article
Souvenir Shopping Satisfaction: Antecedents and Consequences
TL;DR: In this paper, the authors used Partial Least Squares, a variance-based structural equation modeling technique for data analysis, to find a positive and significant relationship between tourist souvenir shopping satisfaction and both positive word of mouth and overall tourist satisfaction.
DissertationDOI
Extending the service-profit chain: a longitudinal perspective
TL;DR: In this paper, a Partial Least Squares (PLS) approach is used to analyse longitudinal data taken from automotive dealerships and a PLS- Finite Mixture model is employed to identify latent (performance) classes.
Journal ArticleDOI
Vpliv zadovoljstva porabnikov in nameravane zvestobe na dejansko zvestobo v panogi mobilnih telekomunikacij
Danilo Tomšič,Tomaž Kolar +1 more
TL;DR: In this paper, analiza rezultatov s pomocjo Hi-kvadrata in binarne logisticne regresije potrjuje ugotovitve primerljivih tujih studij in ugotavlja, da zadovoljstvo porabnikov vpliva na njihovo (nameravano) zvestobo in (dejansko) zadržanje.
Towards a co-creation framework in the retail banking services industry: a cross-cultural analysis
TL;DR: In this paper, the effects of co-creation on customer satisfaction, loyalty and word-of-mouth (WOM) within the banking services industry were examined from a customer 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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