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
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
TL;DR: In this article, the authors present a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm's customer equity relative to the incremental expenditure necessary to produce the change.
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A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
TL;DR: In this paper, the authors developed and estimated a dynamic model of the duration of the provider-customer relationship that focuses on the role of customer satisfaction, and the model is estimated as a left-truncated, proportional hazards regression with cross-sectional and time series data describing cellular customers perceptions and behavior over a 22-month period.
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Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
Journal ArticleDOI
Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics
Vikas Mittal,Wagner A. Kamakura +1 more
TL;DR: In this paper, a conceptual model for relating satisfaction ratings and repurchase behavior is presented, based on the premise that ratings observed in a typical customer satisfaction survey are error-prone measures of the customer's true satisfaction, and they may vary systematically on the basis of consumer characteristics.
Journal ArticleDOI
Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction
TL;DR: In this paper, the authors examine three questions on the value relevance of customer satisfaction measures: (1) are customer satisfaction metrics leading indicators of accounting performance? (2) Is the economic value of customer's satisfaction (fully) reflected in contemporaneous accounting book values? (3) Does the release of customer-satisfaction measures provide new or incremental information to the stock market?
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