Beyond customer loyalty

Heskett, James L.

doi:10.1108/09604520210451830

Cited by 98 publications

(73 citation statements)

References 1 publication

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“…Gaining competitive advantage (Bharadwaj et al 1993), profitability, survival, success and growth, (Reichheld 2002;Schultz 2005), and positive word of mouth (Woratschek and Horbel 2003; are only the tip of the iceberg. Therefore, customer retention has become the holy grail in industries from airlines to wireless technologies (Bristow and Sebastian 2001;Coyles and Gokey 2005;Heskett 2002;Salegna and Goodwin 2005). Guest (1944) and Churchill (1942) began to explore this phenomenon in the 1940s.…”

Section: Service Loyaltymentioning

confidence: 99%

Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

Quoquab

Abdullah

Mohammad

2016

GADJAH MADA INT. J. BUS.

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Abstract:The ob jective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, ser vice sw itching costs and service quality are the three antecedents that directly influence ser vice loyalty. How ever, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between 'ser vice quality' and 'ser vice loyalty'. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.Abstrak: Tujuan penelitian ini adalah untuk menguji efek keinovatifan konsumen, kualitas layanan, biaya peralihan layanan d an kepuasan layanan pada loyalitas layanan di kalangan pengguna layanan telepon seluler. Survei cross sectional yang dilakukan mendapatkan 535 tanggapan. Pemodelan persamaan struktural menggunakan AMOS versi 2.0 digunakan untuk menguji hipotesis. Hasil pengujian mengungkapkan bahwa kepuasan layanan, biaya peralihan layanan dan kualitas layanan adalah tiga anteseden yang secara langsung mempengaruhi loyalitas layanan. Namun, keinovatifan konsumen tidak memiliki efek langsung pada loyalitas layanan. Lebih lanjut, kepuasan layanan ditemukan sebagai pemediasi parsial antara 'kualitas layanan' dan 'loyalitas layanan'. Temuan studi ini akan mengembangkan pilihan yang memungkinkan para pembuat kebijakan, manajer d an pemasar untuk merancang strategi yang lebih baik dan secara efektif mengimplementasikan program loyalitas dan mencegah pelanggan mereka beralih. Hal ini akan meningkatkan penciptaan nilai bagi para pengguna dan bagi industri.

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Section: Service Loyaltymentioning

confidence: 99%

Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

Quoquab

Abdullah

Mohammad

2016

GADJAH MADA INT. J. BUS.

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“…In this context, the relationship between SQ and consumer behavioural intentions (taking into account the zones of tolerance) is an extremely important one, which is the primary focus of this research. We also include the linkage of the ZOT to the strategic initiatives of the service profit chain (SPC) (Heskett, 2002). The aims of this study are threefold, namely: (1) to investigate the relationship between SQ and consumer behavioural intentions, such as customer loyalty, in the context of the travel agency industry in Singapore; (2) to examine changes in the SQ-behavioural intentions relationship at different service levels relative to customers' expectations.…”

Section: Introductionmentioning

confidence: 99%

“…The SPC is a well-received model to explain the sustainable competitiveness of many service organisations, particularly those relevant to the tourism sector (Lau, 2000). The model attributes a service organisation's financial and market performance to its relationship with its customers and employees (Heskett, 2002). The SPC is closely associated to SERVQUAL measurement instruments in that many of the SPC linkages are replicated in SERVQUAL analysis (Zeithaml et al, 2006).…”

mentioning

confidence: 99%

Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance

Lobò

Maritz

Mehta³

2007

Journal of Tourism Research

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The services marketing literature focuses on the measurement of service quality and its impact and consequences on businesses. Set in the context of the travel retail agency in Singapore, this study focuses on the relationship between service quality and favourable behavioural intentions. The findings revealed that improving service quality can increase favourable behavioural intentions. However, service improvements that exceed customers' minimum-service threshold and those that exceed customers' desired-service level were found to have mixed effect on behavioural intentions. Hence travel agencies must carefully determine the behavioural intentions they wish to foster amongst their various customers and develop service quality strategies in line with the findings of this study.

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“…The model attributes a service organisation's financial and market performance to its relationships with its customers and employees (Heskett, 2002). Internal service quality serves as the foundation of the model, igniting a chain effect to an organisation's growth and profit (Silvestro, 2002).…”

Section: Literature Reviewmentioning

confidence: 99%

Implementation of service profit chain initiatives in a franchise system

Maritz

Nieman

2008

Journal of Services Marketing

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Purpose -The purpose of this paper is to evaluate the implementation of the service profit chain as an entrepreneurial marketing initiative within a defined franchise system. An objective is also to evaluate these initiatives against service quality dimensions. Despite recognition of the merits and advantages of service profit chain initiatives of retention, related sales and referrals, little research has empirically addressed the perceptions of franchisees regarding these initiatives.Design/methodology/approach -Methodology includes the empirical analysis of evaluating the effectiveness of service profit chain implementation, primarily based on initiatives of retention, related sales and referrals. Research methodology comprises the survey approach, using electronic media and Surveypro analysis. This is facilitated by descriptive and inferential statistical techniques using SPSS version 11.0 data analysis. Inferential significance tests include the ANOVA Kruskal-Wallis hypothesis test; and the Cronbach's coefficient alpha.Findings -Hypothesis tests highlight the significance of a positive association between service profit chain initiatives and service quality. All service profit chain initiatives were deemed appropriate. Item analysis highlights specific dominant service profit chain initiatives, linking key relationship marketing and service quality themes.Research limitations/implications -Findings are indicative of implementation opportunities, including measurement of loyalty within the system, developing customer feedback and complaint systems, and communicating the value of service profit chain enhancement within the franchise system. Originality/value -Originality includes cognizance of entrepreneurial orientation, relationships and service quality when implementing service profit chain initiatives. Concurrent research opportunities include the implementation of other entrepreneurial marketing initiatives, including relationship marketing and benchmarking for best practice.

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Beyond customer loyalty

Cited by 98 publications

References 1 publication

Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

Enhancing Singapore travel agencies' customer loyalty: an empirical investigation of customers' behavioural intentions and zones of tolerance

Implementation of service profit chain initiatives in a franchise system

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