The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
An Examination of Moderator Effects in the Four-Stage Loyalty Model
Abstract
Oliver’s 1997 four-stage loyalty model proposes that loyalty consists of belief, affect, intention, and action. Although this loyalty model has recently been subject to empirical examination, the issue of moderator variables has been largely neglected. This article fills that void by analyzing the moderating effects of selected personal and situational characteristics, using a sample of 888 customers of a large do-it-yourself retailer. The results of multi-group causal analysis suggest that these moderators exert an influence on the development of the different stages of the loyalty sequence. Specifically, age, income, education and expertise, price orientation, critical incident recovery, and loyalty card membership are found to be important moderators of the links in the four-stage loyalty model. Limitations of the study are outlined, and implications for both research and managerial practice are discussed.
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Cited by
Saleki, R., Quoquab, F., & Mohammad, J. (2019) · Journal of Agribusiness in Developing and Emerging Economies · doi:10.1108/jadee-02-2019-0018 · Cited by 166
Willing to Pay More, Eager to Pay Less: The Role of Customer Loyalty in Price Negotiations
Wieseke, J., Alavi, S., & Habel, J. (2014) · Journal of Marketing · doi:10.1509/jm.13.0104 · Cited by 149
Consequences of a green image of drone food delivery services: The moderating role of gender and age
Hwang, J., & Kim, H. (2019) · Business Strategy and the Environment · doi:10.1002/bse.2289 · Cited by 128
Developing a Scale to Measure Customer Loyalty
Bobâlcă, C., Gătej(Bradu), C., & Ciobanu, O. (2012) · Procedia Economics and Finance · doi:10.1016/s2212-5671(12)00205-5 · Cited by 94
Building customer loyalty in retail banking: a serial-mediation approach
Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2019) · International Journal of Bank Marketing · doi:10.1108/ijbm-01-2019-0034 · Cited by 85
Metadata
- Authors
- Evanschitzky, H., & Wunderlich, M.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2006-05
- Volume
- 8
- Issue
- 4
- Pages
- 330-345
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2108491185
- Cited by
- 563
- References
- 12
- FWCI
- 26.90
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
