The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
TLDR
In this paper, the authors developed a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality, and developed a more comprehensive view of the customer's quality perception.Abstract:
Customer satisfaction with a company’s products or services is often seen as the key to a company’s success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical investigations in this area indicate that a direct relationship between these constructs is weak or even nonexistent. The overall purpose of this article is to develop a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality. The article involves a critical examination of the satisfaction ‐ retention relationship, and the development of a more comprehensive view of the customer’s quality perception. ©1997 John Wiley & Sons, Inc.read more
Citations
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Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality
TL;DR: In this paper, the authors integrate customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables.
Journal ArticleDOI
Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration
TL;DR: In this paper, the authors investigate retailer-consumer relationships, and show that different relationship marketing tactics have a differential impact on consumer perceptions of a retailer's relationship investment, and demonstrate that perceived relationship investment affects relationship quality.
Journal ArticleDOI
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Lloyd C. Harris,Mark M.H. Goode +1 more
TL;DR: A four-dimensional scale of loyalty that reflects Oliver's [Satisfaction, a Behavioral Perspective on the Consumer, McGraw-Hill, New York, 1997] conceptualization of a sequential loyalty chain is proposed, operationalized, and tested as discussed by the authors.
Journal ArticleDOI
Relationship quality as a predictor of B2B customer loyalty
TL;DR: In this article, the authors proposed relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality, which can reasonably explain the influence of overall relationship quality on customer loyalty.
Journal ArticleDOI
Demystifying customer brand engagement: Exploring the loyalty nexus
TL;DR: In this paper, a tripartite customer brand-engagement conceptualisation comprising activation, identification, and absorption dimensions is proposed, followed by a customer engagement/loyalty-based segmentation analysis.
References
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Book
Understanding Attitudes and Predicting Social Behavior
Icek Ajzen,Martin Fishbein +1 more
TL;DR: In this paper, the author explains "theory and reasoned action" model and then applies the model to various cases in attitude courses, such as self-defense and self-care.
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SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Journal ArticleDOI
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
Journal ArticleDOI
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
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