Topic
Loyalty
About: Loyalty is a research topic. Over the lifetime, 18570 publications have been published within this topic receiving 477568 citations. The topic is also known as: allegiance & adherence.
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TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...
Abstract: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...
8,021 citations
Book•
26 Sep 1996
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Abstract: List of Tables List of Figures Preface 1 Introduction: What Is Satisfaction? PART 1 BASIC SATISFACTION MECHANISMS 2 The Performance of Attributes, Features, and Dimensions 3 Expectations and Related Comparative Standards 4 The Expectancy Disconfirmation Model of Satisfaction PART 2 ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS 6 Quality: The Object of Desire 7 The Many Varieties of Value in the Consumption Experience 8 Equity: How Consumers Interpret Fairness 9 Regret: What Might Have Been, and Hindsight (What I Knew Would Be) PART 3 SATISFACTION PROCESSES AND MECHANISMS 10 Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) 11 Why Did It Happen? Attribution in the Satisfaction Response 12 Emotional Expression in the Satisfaction Response 13 The Processing of Consumption PART 4 SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? 14 After Satisfaction: The Short Run Consequences 15 Loyalty and Financial Impact: Long-term Effects on Satisfaction Name Index Subject Index About the Author
6,613 citations
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.
Abstract: Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences. Implications for research and for the management of loyalty are derived.
6,255 citations
TL;DR: In this article, the authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price).
Abstract: The authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price). The model includes product-level, category-related controls (hedonic value and utilitarian value) and brand-level controls (brand differentiation and share of voice). The authors compile an aggregate data set for 107 brands from three separate surveys of consumers and brand managers. The results indicate that when the product- and brand-level variables are controlled for, brand trust and brand affect combine to determine purchase loyalty and attitudinal loyalty. Purchase loyalty, in turn, leads to greater market share, and attitudinal loyalty leads to a higher relative price for the brand. The authors discuss the managerial implications of these results.
5,428 citations
TL;DR: In this article, self-report data from 297 alumni of an all-male religious college indicate that identification with the alma mater was associated with: (1) the hypothesized organizational antecedents of organizational distinctiveness, organizational prestige, and (absence of) intraorganizational competition, but not with interorganization competition, the hypothesized individual antecedent of satisfaction with the organization, tenure as students, and sentimentality, not with recency of attendance, number of schools attended, or the existence of a mentor, and hypothesized outcomes of making financial contributions, willingness to
Abstract: Summary Organizational identification is defined as a perceived oneness with an organization and the experience of the organization's successes and failures as one's own. While identification is considered important to the organization, it has not been clearly operationalized. The current study tests a proposed model of organizational identification. Self-report data from 297 alumni of an all-male religious college indicate that identification with the alma mater was associated with: (1) the hypothesized organizational antecedents of organizational distinctiveness, organizational prestige, and (absence of) intraorganizational competition, but not with interorganizational competition, (2) the hypothesized individual antecedents of satisfaction with the organization, tenure as students, and sentimentality, but not with recency of attendance, number of schools attended, or the existence of a mentor, and (3) the hypothesized outcomes of making financial contributions, willingness to advise one's offspring and others to attend the college, and participating in various school functions. The findings provide direction for academic administrators seeking to increase alumni support, as well as for corporate managers concerned about the loyalty of workers in an era of mergers and takeovers.
4,726 citations