The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations
Abstract
Perceived equity is a key psychological reaction to the value that a service company provides. Yet equity research has focused on a customer’s satisfaction with relatively well-defined service episodes or transactions. The authors argue and show that equity plays a very different role in affecting customer loyalty as one moves from transaction-specific to cumulative evaluations. Whereas equity is an important driver of transaction-specific satisfaction, equity is more of a postsatisfaction evaluation when modeling cumulative satisfaction. The research also demonstrates the superiority of cumulative evaluations toward explaining service loyalty and providing a balanced view of loyalty drivers. The results have important implications for how equity, satisfaction, and loyalty are modeled and managed in a service context.
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Citations
Cites
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Self-citationMittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
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Cited by
Filieri, R., Alguezaui, S., & McLeay, F. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.05.007 · Cited by 882
The Evolution of Loyalty Intentions
Johnson, M. D., Herrmann, A., & Huber, F. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.2.122 · Cited by 787
Self-citationHa, H.-Y., & Perks, H. (2005) · Journal of Consumer Behaviour · doi:10.1002/cb.29 · Cited by 750
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
Bodet, G. (2008) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2007.11.004 · Cited by 299
Metadata
- Authors
- Olsen, L. L., & Johnson, M. D.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2003-02
- Volume
- 5
- Issue
- 3
- Pages
- 184-195
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2148669563
- Cited by
- 473
- References
- 8
- FWCI
- 16.83
- Type
- journal article
- Language
- en
- Open access
- closed
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- Olsen, L. L., & Johnson, M. D. (2003). Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations. Journal of Service Research. https://doi.org/10.1177/1094670502238914
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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.
