Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research

2013/04/22 by V. Kumar, Ilaria Dalla Pozza, Jaishankar Ganesh · 512 citations
Business, Management and Accounting · Decision Sciences · Mathematics · Psychology · #Antecedent (behavioral psychology) #Business #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #Customer delight #Customer retention #Customer satisfaction #Empirical research #Loyalty #Loyalty business model #Marketing #Mathematics #Profitability index #Psychology #Service quality #Social psychology #Statistics #Technology Adoption and User Behaviour

paper · doi:10.1016/j.jretai.2013.02.001

published in Journal of Retailing 89(3), 246-262 (Elsevier BV)

openalex publication_date 2013/04/22 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/25

Citations

• Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
• The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

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