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
WHETHER CONSUMER SATISFACTION BENEFITS the INVESTMENT PORTFOLIO: EMPIRICAL EVIDENCE from HONG KONG
Jin Li,Geoffrey K.F. Tso,Don Wu +2 more
TL;DR: In this article, the role of a consumer satisfaction index (CSI) for financial investments in the Hong Kong market is investigated, using yearly data for Hong Kong consumer satisfaction Index (HKCSI).
Journal ArticleDOI
The Effect of Price Verification, Product Display, Assortment Satisfaction upon Overall Satisfaction, Online Repatronage Intention, and Customer Loyalty
Pranay Verma,Manoj Kumar Pant +1 more
Journal ArticleDOI
More value for more satisfaction? The moderating role of the consumer’s accumulation of experience:
Laurent Maubisson,Arnaud Rivière +1 more
TL;DR: Although the literature emphasizes the importance of perceived value in the analysis of consumer behavior, it is clear that perceived value does not always produce the desired effects in terms of s... as discussed by the authors.
Journal ArticleDOI
Le componenti della fedeltà all’insegna nel retail grocery: un modello multidimensionale
TL;DR: In this paper, a modello multidimensionale di fedelta all theinsegna di retail grocery in cui le sue componenti - cognitiva, affettiva, conativa e comportamentale - are legate in sequenza causale.
Ways to Increase Word-of-Mouth in the Retail Industry
Lam Wing Fai,Thoo Ai Chin,Zuraidah Sulaiman,Norhayati Zakuan,Adaviah Mas’od,Siti Rahman Awang +5 more
TL;DR: This paper has analyzed & discussed about CT saturation & its impact on distance protection on power system.
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