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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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
Journal ArticleDOI
Capturing consumer engagement: duality, dimensionality and measurement
TL;DR: In this paper, the duality of consumer engagement with two engagement foci (brand and community) and seven sub-dimensions of engagement is discussed. But the focus of this paper is on consumer engagement objects.
Journal Article
How to delight your customers
TL;DR: In this paper, the differences between customer satisfaction and customer satisfaction are examined, and the benefits of satisfying customers rather than merely satisfying customers are discussed, as well as the potential pitfalls of doing so.
Journal ArticleDOI
Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction
TL;DR: In this paper, the authors examined the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector, and further explored the role of customer satisfaction as mediating variable between service quality dimensions.
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Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty
TL;DR: In this paper, the authors developed an integrated framework to analyse the roles of standardization and customization on service quality, and found that integration of standardisation and customization of service offerings is critical for improved service quality.
References
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Journal ArticleDOI
Do reward programs build loyalty for services?: The moderating effect of satisfaction on type and timing of rewards
Hean Tat Keh,Yih Hwai Lee +1 more
TL;DR: In this paper, the authors examine two variables; timing (immediate vs. delayed) and type (direct vs. indirect) of rewards in two service conditions (satisfied vs. dissatisfied).
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The impact of satisfaction and payment equity on cross-buying: A dynamic model for a multi-service provider
TL;DR: In this article, the authors investigate how satisfaction and payment equity, defined as the perceived fairness of the price, affect cross-buying at a multiservice provider and also consider its competitors' performance on these factors.
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Linking Customer Management Effort to Customer Profitability in Business Markets
Douglas Bowman,Das Narayandas +1 more
TL;DR: In this article, the authors adapt the SPC framework to accommodate characteristics of business markets, specifically the complex decisionmaking unit, strategic supplier selection, and resource allocation at the individual customer level.
Journal ArticleDOI
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment
TL;DR: Research has found that customer satisfaction is positively related to repurchase intention, actual repurchase, market share, and word of mouth, and there is growing recognition among managers of the i...
Journal ArticleDOI
Determining Attribute Importance in a Service Satisfaction Model
TL;DR: In this article, the importance that customers place on the product and service attributes that drive their satisfaction with, and loyalty to, service providers is determined, and the importance of attributes is evaluated.
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