Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
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Customers prefer to stay with the existing service provider instead of exploring new options.
“Thus, the customers prefer to stay with the existing service provider instead of exploring new options (Bodet 2008; Bozzo 2002; Picón et al. 2014).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Bodet 2008
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Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
- Authors
- Bodet, G.
- Affiliations
- Loughborough University (GB)
- Corresponding author
- Bodet, Guillaume
- ORCID
- Bodet, Guillaume
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2008-05
- Volume
- 15
- Issue
- 3
- Pages
- 156-162
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W2030155522
- Cited by
- 299
- References
- 52
- Citations by year
- 2026: 7 · 2025: 11 · 2024: 11 · 2023: 11 · 2022: 16 · 2021: 18 · 2020: 30 · 2019: 16 · 2018: 19 · 2017: 19 · 2016: 20 · 2015: 19 · 2014: 27 · 2013: 24 · 2012: 15
- FWCI
- 23.48
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Retailing and Consumer Services (publishedVersion)
- HAL (submittedVersion)
- RePEc: Research Papers in Economics (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 › Marketing › Consumer Behavior in Brand Consumption and Identification
- Keywords
- customer satisfaction, customer loyalty, overall satisfaction, attitudinal loyalty, behavioral loyalty, sports services, service marketing
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