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Cited by 473

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

Olsen, Line Lervik, Johnson, Michael D.·2003·Journal of Service Research
DOI 10.1177/1094670502238914
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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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Crossref · 10.1177/1094670502238914

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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
DOI
10.1177/1094670502238914
OpenAlex
W2148669563
Cited by
473
References
8
FWCI
16.83
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.