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Cited by 140Customer Service Quality and LoyaltyService and Product InnovationJob Satisfaction and Organizational Behavior

Customer loyalty to one service worker: Should it be discouraged?

Bove, Liliana L., Johnson, Lester W.·2006·International Journal of Research in Marketing
DOI 10.1016/j.ijresmar.2006.01.007
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Crossref · 10.1016/j.ijresmar.2006.01.007

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  • Customers who enjoy social benefits due to friendly relations with employees often express loyalty toward a particular employee, which makes it harder to switch.

    “Similarly, customers who enjoy social benefits due to friendly relations with employees often express loyalty toward a particular employee (Bove and Johnson 2006; Palmatier et al. 2007), which makes it harder to switch (Jones et al. 2002).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Bove and Johnson 2006

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Authors
Bove, L. L., & Johnson, L. W.
Affiliations
The University of Melbourne (AU)
Corresponding author
Bove, Liliana L.
ORCID
Venue
International Journal of Research in Marketing
Publisher
Elsevier BV
Published
2006-03
Volume
23
Issue
1
Pages
79-91
ISSN
0167-8116 (ISSN-L)
DOI
10.1016/j.ijresmar.2006.01.007
OpenAlex
W2056750367
Cited by
140
References
93
Citations by year
2026: 1 · 2024: 4 · 2023: 7 · 2022: 2 · 2021: 8 · 2020: 8 · 2019: 7 · 2018: 6 · 2017: 8 · 2016: 7 · 2015: 12 · 2014: 8 · 2013: 14 · 2012: 8
FWCI
13.35
Type
journal article
Language
en
Open access
closed
Licence
www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations
  • International Journal of Research in Marketing (publishedVersion)
  • Minerva Access (University of Melbourne) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Keywords
customer loyalty, personal loyalty, service loyalty, service employees, employee turnover, perceived credibility, customer retention, service relationships

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