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
A systematic review of customer behavior in business-to-business markets and agenda for future research
TL;DR: In this article , the authors present a comprehensive overview of current research on customer behavior in the business-to-business (B2B) context and propose a research agenda for future studies.
Journal ArticleDOI
Predicting User Satisfaction of Mobile Healthcare Services Using Machine Learning: Confronting the COVID-19 Pandemic
TL;DR: The authors conclude that such user-generated texts as online reviews can be used to predict user satisfaction, and Logistic regression with TF-IDF and XGBoost with BoW can be prioritized for developing online review analysis platforms for healthcare service providers.
Posted Content
The impacts of value, disconfirmation and satisfaction on loyalty: Evidence from international higher education setting
TL;DR: In this article, the authors extended the application of the disconfirmation expectation model by incorporating components from subjective task value to predict the loyalty of international students toward their host countries, and they employed structural equation model to construct the conceptual model.
Journal ArticleDOI
Factors influencing tourists’ shared bicycle loyalty in Hangzhou, China
TL;DR: Wang et al. as mentioned in this paper investigated the influence of tourist perceptions and characteristics on male and female tourist loyalty to shared bicycles and found that tourists' willingness to reuse shared bicycles was positively correlated with ease of access to cycles, environmental awareness, psychological benefit, and management provision.
Journal ArticleDOI
Customer Satisfaction and the Durability of Retail Banking Relationships
TL;DR: The authors proposed a detailed empirical framework to study how banks engage with customers at the branch level and found that branches receiving higher ratings mitigate negative shocks to deposit outflows more effectively following these shocks.
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