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
Citations
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Effects of Self-congruence, Self-enhancement, and Delight on Tourists’ Patronage Intentions, and Moderating Roles of Personality Propensities
Journal ArticleDOI
Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship
TL;DR: In this article , the authors investigated how industry characteristics affect the relationships between customer satisfaction, commitment, and positive word-of-mouth (PWOM) intention and found that customer satisfaction positively affects PWOM intention.
Journal ArticleDOI
Predicting Switching Intention Among Generation Y Using DeLone & McLean (Study on Shopee App)
TL;DR: In this article , the impact of system quality, information quality, and service quality on satisfaction and switching intention among Generation Y shopee users was analyzed using PartialLeast Square (PLS) data.
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Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers
TL;DR: In this article , the authors investigated the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers and found that reliability, product selection, customer service, and delivery service had no direct influence on loyalty.
Impact of Product Quality on Customer Satisfaction: Evidence from Selected Consumer Durables
TL;DR: In this article , a well-structured questionnaire was designed to seek the opinion of respondents about the quality of durable products and their level of satisfaction, and the data obtained from 560 respondents confirmed that product quality has a positive and significant impact on customer satisfaction.
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.
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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.
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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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