Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach

Lee, Aejoo; Back, Ki‐Joon; Park, Jungkun

doi:10.1007/s11628-016-0308-3

Cited by 9 publications

(8 citation statements)

References 43 publications

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“…As noted above, satisfaction continues to be considered as one of the main precursors of consumer loyalty (Bolton and Lemon, 1999;Chen, 2012;Jones et al, 2000;Lam et al, 2004;Lee et al, 2017;Tam, 2011) and, so, of market share (Rego et al, 2013) and profitability (Lee et al, 2017).…”

Section: Satisfactionmentioning

confidence: 99%

“…The moderating role of service type judgment is related to all the experiences with the specific provider in relation to its products, sales process and after-sales service". As noted above, satisfaction continues to be considered as one of the main precursors of consumer loyalty (Bolton and Lemon, 1999;Chen, 2012;Jones et al, 2000;Lam et al, 2004;Lee et al, 2017;Tam, 2011) and, so, of market share (Rego et al, 2013) and profitability (Lee et al, 2017).…”

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confidence: 99%

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Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type

García

Pérez

2019

EJMBE

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Purpose The purpose of this paper is to study the drivers of service provider switching intention other than satisfaction and, additionally, analyse the moderating role of the type of service (utilitarian vs hedonic). Specifically, the authors study the effects of alternative attractiveness, post-purchase regret, anticipated regret and past switching behaviour. Design/methodology/approach A representative survey with 800 consumers of mobile phone services (utilitarian) and holiday destinations (hedonic) was carried out. Findings Satisfaction is not a significant antecedent of switching intention in the hedonic service and its effect is marginal in the utilitarian service. In the utilitarian service, the main predictor of switching intention is post-purchase regret, whereas in the hedonic service, the main determinants of switching intention are past switching behaviour and anticipated regret. Originality/value The main contribution of this study is the analysis of the determinants of provider switching behaviour that may explain abandonment by satisfied customers, to see if their influence is greater or smaller than that of satisfaction itself, which has been the most analysed variable. Furthermore, there are expected to be differences between utilitarian and hedonic services, an aspect which is also studied in this work.

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Section: Satisfactionmentioning

confidence: 99%

mentioning

confidence: 99%

Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type

García

Pérez

2019

EJMBE

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“…Lee et al (2017) investigate the factors that may affect online re-purchase of goods and customer services. These factors are perceived value, perceived ease of use, perceived usefulness, firm’s reputation, privacy, trust, trust and functionality.…”

Section: Business-to-consumer Parameters From Customer Perspectivementioning

confidence: 99%

A mathematical model to adopt B2C ecommerce based on special customer requirement in social values with an emphasis on Islamic beliefs

Saleh

Khaneghah

Shadnosh

et al. 2019

JIMA

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Purpose This paper aims to propose a mathematical model for describing and clarifying the relationships among the indicators governing the social values of special customers in business-to-consumer (B2C) e-commerce systems. This mathematical model is also able to describe the degree of adaptability of e-commerce systems to the social values of specific clients, and commercial firms are able to use the parameters described in this paper to increase the versatility and has the power to trade with special customers in different areas. Design/methodology/approach In this paper, while analyzing the issue of trading from the point of view of the customer as an element of trading, the affecting factors the trading space have been extracted. These affecting factors are categorized in three major groups: culture, technology and customers. This classification is based on the e-commerce and developing the traditional commerce. Using the mapping functions, the effects of each element in these three spaces on the concept of social values have been analyzed. The result of this analysis is the mathematical model governing each parameter and its semantic relation with the concept of social value. Findings The presence of a mathematical model between the indicators influencing the model adaptability and social values space allows e-commerce system designers to be able to make decisions on the adaptability of the model with a quantitative approach. To examine the proposed mathematical models, important frameworks and patterns in the field of e-commerce have been analyzed with an Islamic approach, as one of the adaptations of B2C e-commerce model. Research limitations/implications Regarding the innovation of the work, the case has been made, and the concept of social value and the model governing the elements of social values in this paper, in a B2C e-commerce model, has been discussed in general; the problem is parametric solved. Practical implications One of the key concepts in commerce is the ability of the commerce model to adapt to the requirements of special customers. This is more important in costumer-based e-commerce models. In these types of systems, if the commerce cannot match the customer’s characteristics, it will not be accepted and used by customers. This is especially more important in the field of social values for customers. Originality/value In this paper, a mathematical model is presented to examine the adaptability of e-commerce systems to the social values of special customers. In examining this model, the relationship between each element affecting the social value of specific customers and the factors affecting trade has been studied.

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“…Resulta necessari, doncs, conéixer quines variables influiran en la satisfacció del client i en el seu comportament després de l'ús del servei (p. ex., Lee, Back, i Park, 2017). La qualitat de servei i els comportaments del treballador tenen, en aquest sentit, una influència molt significativa.…”

Section: Introduccióunclassified

Qualitat del servei i sabotatge dels empleats : relacions amb la satisfacció i les intencions de comportament dels clients

Cristina¹,

Estreder²,

Esther³

et al. 2019

Anuari de Psicologia

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The present study analyzes the links from service quality and sabotage behaviors of the employees towards the customers to satisfaction and behavioral intentions of 90 clients of a service organization of the Valencian Community, Spain. The results indicated the existence of differential relationships between the two dimensions of service quality (functional and relational) and sabotage behavior of employees, on the one hand, and customer responses (satisfaction, positive intentions towards the organization and intention to warn other customers about the poor quality of the service), on the other. Finally we describe the implications of this research and define some future lines of research.

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Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach

Cited by 9 publications

References 43 publications

Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type

Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type

A mathematical model to adopt B2C ecommerce based on special customer requirement in social values with an emphasis on Islamic beliefs

Qualitat del servei i sabotatge dels empleats : relacions amb la satisfacció i les intencions de comportament dels clients

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