Investing in customer loyalty: the moderating role of relational characteristics

Balaji, M.S.

doi:10.1007/s11628-013-0213-y

Cited by 71 publications

(57 citation statements)

References 84 publications

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“…These outcomes are new insights as full mediation effects have already been reported for commitment (e.g. Balaji., 2015;Kwan Soo Shin et al, 2019) and intimacy (Ponder et al, 2016). Initially, this research adds to the literary work by providing new insights regarding commitment, trust, customer loyalty and customer intimacy in Islamic banks.…”

Section: Discussion and Practical Implicationssupporting

confidence: 57%

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Quddoos

Shamim

Sheikh

et al. 2021

JAFEE

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This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis reveals that commitment and customer intimacy act as important mediating variables in the nexus. The research outcome supports the notion that as the level of trust increases the level of intimacy, commitment, and loyalty would tend to increase as well. The results further reveal that customers are devoted towards persistent and continuing association with Islamic banks. Commitment, trust, and customer intimacy prove to be the foundation factors for building and strengthening customer loyalty. It emerges, that in terms of hierarchy, the customer trust needs to be evolved at the initial level consistently followed by customers' intimacy, commitment, and loyalty.

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Section: Discussion and Practical Implicationssupporting

confidence: 57%

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Quddoos

Shamim

Sheikh

et al. 2021

JAFEE

View full text Add to dashboard Cite

show abstract

“…(Kasiri, Cheng, Sambasivan, & Sidin, 2017; Prentice & Loureiro, 2017). As a result, searching for factors responsible for influencing the loyalty behavior of customers is indispensable for the service firms (Balaji, 2015) especially for the retailers to reap the competitive advantage (Barros, Petroll, Damacena, & Knoppe, 2019) in general, and the retailers that are intended to focus on Millennials customers in particular.…”

Section: Literature Reviewmentioning

confidence: 99%

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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The philosophy of a free‐market economy has encouraged enormous consumption, which has redefined the customers' perception of value (hedonic and utilitarian) and loyalty even in a developing country. To maximize their consumption level, customers, in many instances, prefer hedonic value to utilitarian value and demonstrate limited loyalty to any brand. This study investigated the Millennials customers' preference between hedonic value and utilitarian value and its impact on loyalty, in the context of a developing country which adopts a combination of capitalist and control economy. Data were collected from customers from the retail industry and were analyzed with PLS‐SEM technique. The findings suggest that, in the developing economy, Millennials prefer hedonic consumption value, which is related to their loyalty and corporate image of the store.

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“…Furthermore, a loyal customer is more willing to continue doing business with the company even when prices rise (Baumann et al, 2012;Keaveney and Parthasarathy, 2001;Zeithaml, 2000). Hence, customer retention is a priority for service organisations and also has received a great deal of attention by scholars (Balaji, 2015; The design of successful loyalty strategies involves finding out the main determinants of consumer switching behaviour (Maicas et al, 2006;Ryals and Knox, 2006). Traditionally, it has been assumed that satisfaction leads to repatronage behaviour and dissatisfaction results in switching (Chuah, Marimuthu, Kandampully and Bilgihan, 2017).…”

Section: Introductionmentioning

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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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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Investing in customer loyalty: the moderating role of relational characteristics

Cited by 71 publications

References 84 publications

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

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

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