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A five-component customer commitment model : implications for repurchase intentions in goods and services industries
Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450
Persistent link: https://www.econbiz.de/10011392272
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How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior : a meta-analysis
Blut, Markus; Frennea, Carly M.; Mittal, Vikas; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 226-229
Persistent link: https://www.econbiz.de/10011337495
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Customer satisfaction, loyalty behaviors, and firm financial performance : what 40 years of research tells us
Mittal, Vikas; Han, Kyuhong; Frennea, Carly; Blut, Markus; … - In: Marketing letters : a journal of research in marketing 34 (2023) 2, pp. 171-187
Persistent link: https://www.econbiz.de/10014333908
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The Voice of the Customer : A User's Guide to Customer Surveys
Mittal, Vikas - 2017
Firms conduct customer surveys to gather their customers' voice in order to fully understand their perceptions, judgments, attitudes, intentions, and behaviors. Among firms, the practice of surveying customers is widespread. However, if conducted incorrectly, surveys can lead to significant...
Persistent link: https://www.econbiz.de/10012964130
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A Five-Component Customer Commitment Model : Implications for Repurchase Intentions in Goods and Services Industries
Keiningham, Timothy L. - 2015
Empirical studies in marketing conceptualize commitment as a three-component construct comprised of affective, normative, and calculative commitment. We develop and empirically test a five-component typology of consumer commitment — affective, normative, economic, forced, and habitual...
Persistent link: https://www.econbiz.de/10013024461
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How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior : A Meta-Analysis
Blut, Markus - 2015
Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from … knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in … relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial …
Persistent link: https://www.econbiz.de/10013029845
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Political identity and the consumer journey : a research review
Jung, Jihye; Mittal, Vikas - In: Journal of retailing 96 (2020) 1, pp. 55-73
Persistent link: https://www.econbiz.de/10012295807
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Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance : What 30 Years of Research Tells Us
Frennea, Carly - 2017
The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm …
Persistent link: https://www.econbiz.de/10012952992
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Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effect of Customer Characteristics
Mittal, Vikas - 2013
Despite the claim that satisfaction ratings are linked to repurchase behavior, few attempts can be found that relate … satisfaction ratings to actual repurchase behavior. This article fills this void by presenting a conceptual model for relating … satisfaction ratings and repurchase behavior. The model is based on the premise that ratings observed in a typical customer …
Persistent link: https://www.econbiz.de/10013073965
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Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance : What 40 Years of Research Tells Us
Mittal, Vikas; Han, Kyuhong; Frennea, Carly; Blut, Markus; … - 2022
The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm …
Persistent link: https://www.econbiz.de/10013406563