Dimensions of customer loyalty: Separating friends from well wishers

Cornell Hotel and Restaurant Administration Quarterly

Volumn 43, Issue 1, 2002, Pages 47-59

  Baloglu, Seyhmus ^a  

^a UNIVERSITY OF NEVADA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0348164335     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0010-8804(02)80008-8     Document Type: Article

References (49)

1. B. Sharp A. Sharp Loyalty Programs and Their Impact on Repeat-purchase Loyalty Patterns International Journal of Research in Marketing Vol. 14 1997 473 486
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3. For example, see A.S. Dick K. Basu Customer Loyalty: Toward an Integrated Conceptual Framework Journal of the Academy of Marketing Science Vol. 22 No. 2 Spring 1994 99 113
4. R.J. Javalgi C.R. Moberg Service Loyalty: Implications for Service Providers Journal of Services Marketing Vol. 11 No. 3 1997 165 179
5. R. Dowling M. Uncles Do Customer Loyalty Programs Really Work? Sloan Management Review Vol. 38 No. 4 Summer 1997 71 82
6. S. Shoemaker R.C. Lewis Customer Loyalty: The Future of Hospitality Marketing International Journal of Hospitality Management Vol. 18 1999 345 370
7. Anna S. Mattila Emotional Bonding and Restaurant Loyalty Cornell Hotel and Restaurant Administration Quarterly Vol. 42 No. 6 December 2001 73 79
8. See S.J. Backman J.L. Crompton Differentiating among High, Spurious, Latent, and Low Loyalty Participants in Two Leisure Activities Journal of Park and Recreation Administration Vol. 9 No. 2 Summer 1991 1 17
9. and Dick and Basu, pp. 101–102.
10. See L.P. Jarvis E.J. Mayo Winning the Market-Share Game Cornell Hotel and Restaurant Administration Quarterly Vol. 27 No. 3 November 1986 73 79
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12. See G.S. Day A Two-dimensional Concept of Brand Loyalty Journal of Advertising Research Vol. 9 No. 3 September 1969 29 35
13. Jarvis and Mayo, pp. 73–79.
14. S.W. Selin D.R. Howard E. Udd T. Cable An Analysis of Consumer Loyalty to Municipal Recreation Programs Leisure Sciences Vol. 10 No. 3 1988 217 223
15. M.P. Pritchard D.R. Howard M.E. Havitz Loyalty Measurement: A Critical Examination and Theoretical Extensions Leisure Sciences Vol. 14 1992 155 164
16. Pritchard Howard Loyalty Measurement: A Critical Examination and Theoretical Extensions Leisure Sciences Vol. 14 1992 2 10
17. Dick Basu Loyalty Measurement: A Critical Examination and Theoretical Extensions Leisure Sciences Vol. 14 1992 99 113
18. Jarvis and Mayo, pp. 73–79
19. For example, see C.K. Yim P.K. Kannan Consumer Behavioral Loyalty: A Segmentation Model and Analysis Journal of Business Research Vol. 44 No. 2 February 1999 75 92
20. N. Bendapudi L.L. Berry Customers' Motivations for Maintaining Relationships with Service Providers Journal of Retailing Vol. 73 No. 1 Spring 1997 15 37
21. Mattila, op. cit.
22. See: Selin et al ., pp. 210–233; Pritchard, Howard, and Havitz, pp. 155–164; and Pritchard and Havitz, pp. 2–10.
23. For previous studies, see: Jarvis and Mayo, pp. 73–79; and Sharp and Sharp, pp. 473–486.
24. See R. Morgan S.D. Hunt The Commitment-Trust Theory of Relationship Marketing Journal of Marketing Vol. 58 No. 3 July 1994 20 38
25. J.T. Bowen S. Shoemaker Loyalty: A Strategic Commitment Cornell Hotel and Restaurant Administration Quarterly Vol. 39 No. 1 February 1998 12 25
26. Bendapudi Berry Loyalty: A Strategic Commitment Cornell Hotel and Restaurant Administration Quarterly Vol. 39 No. 1 February 1998 15 37
27. See J.C. Anderson J.A. Narus A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 42 58
28. Bowen Shoemaker A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 17
29. Bendapudi Berry A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 15 37
30. For example, see: Dick and Basu, pp. 99–113
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32. Bendapudi Berry The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study International Journal of Research in Marketing Vol. 13 No. 4 October 1996 15 37
33. S.J. Jaros J.M. Jermier J.W. Koehler T. Sincich Effects of Continuance, Affective, and Moral Commitment on the Withdrawal Process: An Evaluation of Eight Structural Equation Models Academy of Management Journal Vol. 36 No. 5 October 1993 951 995
34. Geyskens Effects of Continuance, Affective, and Moral Commitment on the Withdrawal Process: An Evaluation of Eight Structural Equation Models Academy of Management Journal Vol. 36 No. 5 October 1993 303 317
35. See J.E. Swan I.F. Trawick D.R. Rink J.J. Roberts Measuring Dimensions of Purchaser Trust of Industrial Salespeople Journal of Personal Selling & Sales Management Vol. 8 No. 1 May 1988 1 9
36. Morgan Hunt Measuring Dimensions of Purchaser Trust of Industrial Salespeople Journal of Personal Selling & Sales Management Vol. 8 No. 1 May 1988 20 38
37. Anderson Narus Measuring Dimensions of Purchaser Trust of Industrial Salespeople Journal of Personal Selling & Sales Management Vol. 8 No. 1 May 1988 42 58
38. See T. Hennig-Thurau A. Klee The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development Psychology & Marketing Vol. 14 No. 8 December 1997 737 764
39. C. Moorman G. Zaltman R. Deshpande Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations Journal of Marketing Research Vol. 29 No. 3 August 1992 314 328
40. Bowen and Shoemaker, p. 16.
41. See: Morgan and Hunt, pp. 20–38; Bowen and Shoemaker, pp. 12–25; and Bendapudi and Berry, pp. 15–37.
42. Dick and Basu, pp. 99–113.
43. See J.C. Anderson J.A. Narus A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 42 58
44. Bowen Shoemaker A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 17
45. Bendapudi Berry A Model of Distributor Firm and Manufacturer Firm Working Partnerships Journal of Marketing Vol. 54 January 1990 15 37
46. Bowen and Shoemaker, pp. 12–25.
47. The reliability scores (Cronbach's alpha) ranged from .6606 to .8901.
48. See: Dowling and Uncles, pp. 71–82; and Shoemaker and Lewis, pp. 345–370.
49. Shoemaker and Lewis, p. 351.