Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship

Sakiyama, Ryo; Dahana, Wirawan Dony; Baumann, Chris; Ye, Mingqi

doi:10.1016/j.jbusres.2023.113715

Cited by 5 publications

(3 citation statements)

References 95 publications

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“…Additionally, the moderating effect of dissatisfaction on self-actualization could be related to the self-concept construct, according to Sakiyama et al, (2023). Individuals' self-concepts can be defined, maintained, and enhanced by consuming a brand and associating with it (Giakoumaki and Krepapa, 2020).…”

Section: Conclusion and Discussionmentioning

confidence: 99%

Motivations to share travel experiences in online travel communities: The moderating effect of dissatisfaction

Said

2024

The International Journal of Tourism and Hospitality Studies

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Section: Conclusion and Discussionmentioning

confidence: 99%

Motivations to share travel experiences in online travel communities: The moderating effect of dissatisfaction

Said

2024

The International Journal of Tourism and Hospitality Studies

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“…Another important issue could be the comparison of bank loyalty toward the perception of market competitiveness. For example, Sakiyama et al . (2023) identify that satisfaction positively impacts positive WOM, especially in industries with lower competition intensity, higher consumption visibility and longer service relationships.…”

Section: Discussionmentioning

confidence: 99%

“…Another important issue could be the comparison of bank loyalty toward the perception of market competitiveness. For example, Sakiyama et al (2023) identify that satisfaction positively impacts positive WOM, especially in industries with lower competition intensity, higher consumption visibility and longer service relationships. In a similar line, Baumann et al (2017) investigated on baking contexts and detected that competitive product performed strongly on bank loyalty and future intentions in a volatile market while, in a steady market, works only for behavioral loyalty.…”

Section: Study Limitations and Future Research Directionsmentioning

confidence: 99%

Customer loyalty in the banking sector: a meta-analytic study

Buhler,

De Oliveira Santini,

Junior Ladeira

et al. 2023

IJBM

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PurposeThis study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive meta-analysis, the research seeks to understand the primary drivers of bank loyalty and the potential cultural, economic and social indicators that might influence these relationships.Design/methodology/approachA rigorous meta-analysis was conducted, analyzing 275 studies with 1,365 effect sizes involving over 134,000 bank customers from more than 50 countries. The research evaluated the effect sizes of the main relationships between loyalty antecedents and consequences and assessed the influence of cultural, economic and social moderators.FindingsThe study identified key antecedents of bank loyalty, with responsiveness, privacy, commitment, trust and empathy being paramount. Cultural dimensions, such as individualism and masculinity, significantly moderate the relationships between trust and loyalty. The human development index (HDI) was also identified as a significant economic moderator, particularly influencing the relationship between satisfaction and bank loyalty.Originality/valueThis research offers a holistic view of bank loyalty, bridging gaps from conflicting findings in prior literature. Examining a vast array of studies across diverse cultural and economic contexts provides empirical generalizations about bank loyalty behavior, offering valuable insights for academia and the banking industry.

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The impact of Covid-19 on how core and peripheral service satisfaction impacts customer satisfaction

Kübler,

Seggie

2024

Journal of Business Research

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Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship

Cited by 5 publications

References 95 publications

Motivations to share travel experiences in online travel communities: The moderating effect of dissatisfaction

Motivations to share travel experiences in online travel communities: The moderating effect of dissatisfaction

Customer loyalty in the banking sector: a meta-analytic study

The impact of Covid-19 on how core and peripheral service satisfaction impacts customer satisfaction

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