The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Evaluative and relational influences on service loyalty
Abstract
Four attitudinal components of customer loyalty were synthesised from the services literature and combined to produce a loyalty conceptualisation that excludes repurchase behaviour. This proposed conceptualisation of service loyalty was then modelled in two quantitative studies to determine the effects of potential predictors. The influence of consumers’ evaluative judgements was compared against the effects of relational outcomes. The three evaluative judgement measures were service encounter satisfaction, perceived core service quality and value for money while relational measures comprised social comfort, social regard and friendship. It was found that while personal friendship between customer and service employee was significantly associated with loyalty, service encounter satisfaction was the major predictor. It was also found that the relational factors of social comfort and social regard played indirect roles through their influence on customer’s evaluation of satisfaction and quality. Conversely, friendship was not related to the mediating variables of service encounter satisfaction and perceived core service quality.
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Cites
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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Behavioral Consequences of Service Quality
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A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
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Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
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Cited by
Relationship quality as a predictor of B2B customer loyalty
Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123
Lin, J.-S. C., & Hsieh, P.-L. (2007) · Computers in Human Behavior · doi:10.1016/j.chb.2005.07.006 · Cited by 332
The influence of customer brand identification on hotel brand evaluation and loyalty development
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.02.002 · Cited by 328
Self-citationChen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
A comprehensive model of customer trust in two retail stores
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management · doi:10.1108/09564230910964408 · Cited by 191
Metadata
- Authors
- Butcher, K., Sparks, B., & O’Callaghan, F.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2001-10-01
- Volume
- 12
- Issue
- 4
- Pages
- 310-327
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2074275686
- Cited by
- 346
- References
- 8
- FWCI
- 7.47
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
