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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Assessing Ad-Spend Patterns To Predict Brand Health: A Model for Advertisers to Determine Future Advertising-Budgeting Strategies
TL;DR: In this paper, the authors applied their own definition of a healthy brand to a model that builds on earlier brand-performance and ad-budgeting theories, and identified four advertising-spending patterns linked to brand performance.
Journal ArticleDOI
Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?
TL;DR: In this article, the authors explore the relations between recovery efforts and causal attributions, satisfacti cation, and service recovery remains a topic of considerable interest for both academics and practitioners.
Why continue sharing: determinants of behavior in collaborative economy services
TL;DR: In this paper, the authors modify and extend the expectation confirmation model to determine the motivational factors which drive the satisfaction and continue intention to use ridesharing services and add social value as an additional factor to those previously studied in the literature.
Journal ArticleDOI
Does employer branding facilitate the retention of healthcare employees? A mediation moderation study through organisational identification, psychological involvement, and employee loyalty
TL;DR: In this paper , the authors examined the mediating role of organisational identification and the moderating roles of psychological involvement and employee loyalty among healthcare employees and found that employer branding had a significantly positive relationship with organisational ID and employee retention.
Connecting customer experience and sustainable multiple customer value creation as key success factors
Peter Kita,David Havíř +1 more
TL;DR: In this paper, the authors examine the theoretical aspects of customer experience and sustainable multiple customer value creation as key success factors in the context of the digital age and find common points to formulate research questions leading to new avenues for further research.
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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