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Maximizing and customer loyalty: Are maximizers less loyal?
Linda Lai
Judgment and Decision Making , 2011,
Abstract: Despite their efforts to choose the best of all available solutions, maximizers seem to be more inclined than satisficers to regret their choices and to experience post-decisional dissonance. Maximizers may therefore be expected to change their decisions more frequently and hence exhibit lower customer loyalty to providers of products and services compared to satisficers. Findings from the study reported here (N = 1978) support this prediction. Maximizers reported significantly higher intentions to switch to another service provider (television provider) than satisficers. Maximizers' intentions to switch appear to be intensified and mediated by higher proneness to regret, increased desire to discuss relevant choices with others, higher levels of perceived knowledge of alternatives, and higher ego involvement in the end product, compared to satisficers. Opportunities for future research are suggested.
Changes in Approach to Customer Loyalty
Katarzyna Szczepańska,Patryk Pawe? Gawron
Contemporary Economics , 2011, DOI: 10.5709/ce.1897-9254.5
Abstract: The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.
Interaction of Employee Loyalty and Customer Loyalty in the Service Industry
Manijeh Gharacheh,Monireh Dabooeian
New Marketing Research Journal , 2011,
Abstract: The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make major contribution to customer satisfaction and loyalty. The purpose of this study is to evaluate the relationship between employee loyalty and customer loyalty in the service industry. Data has been collected using a sample of 303 employees and 356 customers of Shahrvand and Refah chain stores, respectively. The four hypotheses have been tested by Structural Equation Modeling and Pearson Correlation analysis. Findings imply that employee loyalty and customer loyalty are strongly interdependent. Also, there is a positive and significant relationship among employee loyalty and service quality, service quality and customer satisfaction and customer satisfaction and customer loyalty.
Study on the Customer Loyalty of Chinese Commercial Banks
Hua Xin,Chaozhong Guo
International Journal of Business and Management , 2010, DOI: 10.5539/ijbm.v5n3p202
Abstract: Based on relative researches about customer loyalty, the empirical research method is used to analyze the customer loyalty of Chinese commercial banks, and corresponding measures to enhance the customer loyalty of Chinese commercial banks are proposed according to relative analysis in the article.
Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general
Santos, Cristiane Pizzutti dos;Fernandes, Daniel Von der Heyde;
BAR. Brazilian Administration Review , 2011, DOI: 10.1590/S1807-76922011000300002
Abstract: the main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory internet purchasing on customer trust and loyalty. the authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. to test this model, 3,339 customers from all over brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in internet shopping is mainly affected by familiarity and the quality of prior experiences with internet purchasing. these two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust.
Perceptions of Justice after Recovery Efforts in Internet Purchasing: the Impact on Consumer Trust and Loyalty toward Retailing Sites and Online Shopping in General  [PDF]
Cristiane Pizzutti dos Santos,Daniel Von Der Heyde Fernandes
BAR. Brazilian Administration Review , 2011,
Abstract: The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust.
ROLE OF BRANDING IN ACHIEVING CUSTOMER LOYALTY  [PDF]
SMITA YOGESH VEDPATHAK
Indian Streams Research Journal , 2013,
Abstract: A 'brand' is a set of expectations that the customer has about the product When the customer gets reliable and satisfactory experience about the expectations from the product it results in the loyalty of the customer towards 'brand'. The strength of the 'successful brand' is directly proportional to the expectations of the customer about it and it has various attributes like Customer Desire, Relevance, Pricing Strategy, Positioning, and Consistency etc. Brand Building is a process which is continuous and requires repeated recharging. It is very important for achieving Customer Loyalty because it is extremely dangerous and absolutely wrong to presume that “Once a Customer is always a Customer.” Even a single negative experience is enough to make the customer to change over to a competitive brand. Branding is an indispensible activity of any organization. At the customer end it reduces the risk of the customer and eases his or her purchase decisions. Branding involves Rejuvenation which helps in acquiring and maintaining Loyalty. Branding and Customer Loyalty are two different but connected aspects of Marketing. Brand building requires full support of all possible marketing activities whereas customer loyalty or loyal customer does the marketing functions in the way of “mouth publicity” of a 'brand'.
The Impact of Brand Image Towards Loyalty with Satisfaction as A Mediator in McDonald’s  [cached]
Fransisca Andreani,Tan Lucy Taniaji,Ruth Natalia Made Puspitasari
Jurnal Manajemen dan Kewirausahaan , 2012,
Abstract: The objective of this paper is to examine the impact of McDonald’s brand image towards customer loyalty with customer satisfaction as a mediator by using descriptive and Partial Least Square (PLS) analyses. The results show that three hyphotheses are accepted which mean that there is a positive impact of strength of brand association towards customer loyalty, there is a positive impact of strength of brand association towards customer satisfaction, and there is a positive impact of customer satisfaction towards customer loyalty.
Study on the Influence Path of Brand Virtual Community Interaction on Customer Loyalty  [PDF]
Shupan Wang, Jinhua Tong, Danting Zhou
Open Journal of Business and Management (OJBM) , 2016, DOI: 10.4236/ojbm.2016.41016
Abstract: Virtual brand community is developed based on network technology and has become the theoretical and academic research focus. Interaction in the virtual brand community has a major impact on customer loyalty. This paper studied the impact mechanism on the impacts of the network interaction in virtual community on customer loyalty. The results revealed that the different dimensions, including the two-way communication, customer participation and cooperation of interaction in virtual brand community, have a significant positive relationship with customer perceived value. Then, customer perceived value positively affected trust and customer loyalty and trust had a significant positive impact on customer loyalty.
EFFECT OF SERVICESCAPE AND EMPLOYEE COMMUNICATION QUALITY ON CUSTOMER LOYALTY OF MANDIRI BANK IN SURABAYA
Musriha
Academic Research International , 2012,
Abstract: The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study were primary data collected through the distribution of questionnaires to the respondents of Mandiri bank customers in Surabaya. The sampling was done using purposive sampling method to determine the sample based on the consideration of researcher. Data were analyzed using SEM (Structural Equation Modeling) technique by program package AMOS 16. Based on the analytical results, it can be concluded that the results of this study supported the effect of servicescape on customer satisfaction, the influence of servicescape on customer loyalty, the influence of personal communication quality on customer satisfaction, the influence of personal communication quality on customer loyalty, the influence of customer satisfaction on customer loyalty, the influence ofservicescape and personal communication quality on customer loyalty through customer satisfaction.
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