A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction

Journal of Hospitality and Tourism Research

Volumn 27, Issue 4, 2003, Pages 419-435

  Back, Ki Joon ^a   Parks, Sara C ^b  

^a KANSAS STATE UNIVERSITY   (United States)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

attitudinal brand loyalty; behavioral brand loyalty; customer satisfaction; lodging industry; structural equation modeling (SEM)

Indexed keywords

EID: 10144222437     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/10963480030274003     Document Type: Article

References (51)

1. Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice Hall; 1980:.
2. The cognitive impact of past behavior: Influences on beliefs, attitudes, and future behavioral decisions.Journal of Personality & Social Psychology. 2000;79:5-22.
3. Structural equation modeling in practice: A review and recommendation two-step approach.Psychological Bulletin. 1988;103:411-423.
4. The construct validity of the affective, behavioral, and cognitive components of attitude by analysis of covariance structures.Multivariate Behavioral Research. 1978;13:9-31.
5. The involvement-commitment model: Theory and implications.Journal of Business Research. 1988;16:149-167.
6. Comparative fit indexes in structural model.Psychological Bulletin. 1990;107:238-246.
7. Significance test and goodness of fit in the analysis of covariance structures.Psychological Bulletin. 1980;88:588-606.
8. Attitudes "cause" behaviors: A structural equation analysis.Journal of Personality & Social Psychology. 1981;40:226-238.
9. Evaluating service encounters: The effect of physical surroundings and employee responses.Journal of Marketing. 1990;54:69-82.
10. A dynamic process model of service quality: From expectations to behavioral intentions.Journal of Marketing Research. 1993;30:7-27.
11. The relationship between customer loyalty and customer satisfaction.International Journal of Contemporary Hospitality Management. 2001;13:213-317.
12. Loyalty: Strategic commitment.Cornell Hotel & Restaurant Administration Quarterly. 1998;13:12-25.
13. Empirical validation of affect, behavior, and cognition as distinct components of attitude.Journal of Personality & Social Psychology. 1984;47:1191-1205.
14. Testing structural equation models. Newbury Park, CA: Sage; 1993:445-455.
15. Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Hillsdale, NJ: Lawrence Erlbaum; 1998:.
16. An experimental study of customer effort, expectation, and satisfaction.Journal of Marketing Research. 1965;2:244-249.
17. Customer loyalty: Toward an integrated conceptual frame work.Journal of the Academy of Marketing Science. 1994;22:99-113.
18. The psychology of attitudes. Dallas, TX: Harcourt Publishing; 1993:.
19. New brands and the existing market.Journal of the Royal Statistical Society. 1991;33:285-299.
20. Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley; 1975:.
21. The American Customer Satisfaction Index: Nature, purpose, and findings.Journal of Marketing. 1996;60:7-18.
22. Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research. 1981;18:39-50.
23. Attitude-behavior relations: A comparison of the Fishbein-Ajzen and the Bentler-Speckart models.Journal of Personality & Social Psychology. 1983;45:501-512.
24. A logit model of brand choice calibrated on scanner data.Marketing Science. 1983;2:203-238.
25. The service profit chain. New York: Free Press; 1997:.
26. A path analytic model of the relationships between involvement, psychological commitment, and loyalty.Journal of Leisure Research. 1998;30:256-280.
27. Brand loyalty measurement and management. New York: Wiley; 1978:.
28. Operationalizing an attitudinal model of multi-brand loyalty: Preliminary results and proposed directions. Pillsbury Company; 1970:.
29. Brand loyalty vs. repeat purchasing behavior.Journal of Marketing Research. 1973;10:1-9.
30. The influence of role-playing on opinion change.Journal of Abnormal Social Psychology. 1954;49:211-218.
31. An empirical investigation of cognitive brand loyalty and product class importance as mediators of consumer brand choice behavior.Dissertation Abstracts. 1973;34:943A.
32. Marketing for hospitality and tourism. Englewood Cliffs, NJ: Prentice Hall; 1998:.
33. Marketing leadership in hospitality. 2000). Marketing leadership in hospitality (3rd ed.). New York: Wiley.New York: Wiley; 2000:.
34. Diluting brand beliefs: When do brand extensions have negative impact?.Journal of Marketing. 1993;57:71-84.
35. A new, more powerful approach to multitrait-multimethod analyses: Application of second-order confirmatory factor analysis.Journal of Applied Psychology. 1988;73:107-117.
36. Do business travelers who belong to frequent guest programs differ from those who don't belong?.Hospitality Research Journal. 1992;15:51-61.
37. An investigation of the two-dimensional conceptualization of brand loyalty.Dissertation Abstracts International. 1983;45:288A.
38. Psychometric theory. New York: McGraw-Hill; 1978:.
39. A cognitive model of the antecedents and consequences of satisfaction decisions.Journal of Marketing Research. 1980;17:460-469.
40. Cognitive, affective, and attribute bases of the satisfaction response.Journal of Consumer Research. 1993;20:418-430.
41. Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill; 1997:.
42. Whence consumer loyalty.Journal of Marketing. 1999;63:33-34.
43. Consumer behavior and marketing strategy. 1993). Consumer behavior and marketing strategy (3rd ed.). Chicago: Irwin.Chicago: Irwin; 1993:.
44. Loyalty measurement: A critical examination and theoretical extension.Leisure Sciences. 1992;14:155-164.
45. Customer satisfaction, retention, and market share.Journal of Retailing. 1993;69:193-215.
46. Research methods for business. 1992). Research methods for business (2nd ed). New York: Wiley.New York: Wiley; 1992:.
47. Customer loyalty: The future of hospitality marketing.International Journal of Hospitality Management. 1999;18:345-370.
48. A reexamination of the determinants of consumer satisfaction.Journal of Marketing. 1996;60:15-52.
49. Advertising intimacy: Relationship marketing and the service consumer.Journal of Advertising. 1997;26:7-19.
50. Increasing brand loyalty in the hospitality industry.International Journal of Contemporary Hospitality Management. 1999;11:223-229.
51. Review of marketing. Chicago: American Marketing Association; 1990:68-123.