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Cited by 563

The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.

An Examination of Moderator Effects in the Four-Stage Loyalty Model

Evanschitzky, Heiner, Wunderlich, Maren·2006·Journal of Service Research
DOI 10.1177/1094670506286325
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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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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
DOI
10.1177/1094670506286325
OpenAlex
W2108491185
Cited by
563
References
13
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.