The DOI matches its Crossref record; 79 of the 79 references it cites were found in a registry or an index.
Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context
Abstract
In this research, the authors propose that the relationship between satisfaction and repurchase behavior is moderated by customer, relational, and marketplace characteristics. They further hypothesize that the moderating effects emerge if repurchase is measured as objective behavior but not if it is measured as repurchase intentions. To test for systematic differences in effects, the authors estimate identical models using both longitudinal repurchase measures and survey measures as the dependent variable. The results suggest that the relationship between customer satisfaction and repurchase behavior is contingent on the moderating effects of convenience, competitive intensity, customer involvement, and household income. As the authors predicted, the results are significantly different for self-reported repurchase intentions and objective repurchase behavior. The conceptual framework and empirical findings reinforce the importance of moderating influences and offer new insights that enhance the understanding of what drives repurchase behavior.
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Cites
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Cited by
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.109.24030 · Cited by 2,151
Gustafsson, A., Johnson, M. D., & Roos, I. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.210 · Cited by 1,576
Online customer experience in e-retailing: An empirical model of antecedents and outcomes
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012) · Journal of Retailing · doi:10.1016/j.jretai.2012.03.001 · Cited by 1,131
The moderating effect of customer perceived value on online shopping behaviour
Hsin Chang, H., & Wang, H. (2011) · Online Information Review · doi:10.1108/14684521111151414 · Cited by 398
Building, measuring, and profiting from customer loyalty
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0439-4 · Cited by 375
Metadata
- Authors
- Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2005-10
- Volume
- 69
- Issue
- 4
- Pages
- 26-43
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2171735111
- Cited by
- 939
- References
- 79
- FWCI
- 49.55
- Type
- journal article
- Language
- en
- Open access
- closed
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- Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context. Journal of Marketing. https://doi.org/10.1509/jmkg.2005.69.4.26
Data sources
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.
