Service loyalty: An integrative model and examination across service contexts

Journal of Service Research

Volumn 11, Issue 1, 2008, Pages 22-42

  Han, Xiaoyun ^a   Kwortnik Jr , Robert J ^b,c   Wang, Chunxiao ^a  

^a SUN YAT SEN UNIVERSITY   (China)

^b Department of Molecular Biology and Genetics

^c and Design   (United States)

Author keywords

Customer loyalty; Relationship quality; Services marketing; Structural equation models

Indexed keywords

EID: 47249126771     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670508319094     Document Type: Article

References (65)

1. Agustin, Clara and Jagdip Singh (2005). " Curvilinear Effects of Customer Loyalty Determinants in Relational Exchanges, " Journal of Marketing Research, 42 (1). 96-108.
2. Allen, Natalie J. and John P. Meyer (1990). " The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization, " Journal of Occupational Psychology, 63 (1). 1-18.
3. Anderson, James C. and David W. Gerbing (1988). " Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach, " Psychological Bulletin, 103 (3). 323-335.
4. Bagozzi, Richard P. and Youjae Yi (1988). " On the Evaluation of Structural Equation Models, " Journal of the Academy of Marketing Science, 16 (Winter), 74-94.
5. Bendapudi, Neeli and Leonard L. Berry (1997). " Customers' Motivations for Maintaining Relationships with Service Providers, " Journal of Retailing, 73 (1). 13-37.
6. Berry, Leonard L. (1995). " Relationship Marketing of Services- Growing Interest, Emerging Perspectives, " Journal of the Academy of Marketing Science, 23 (4). 236-245.
7. Blodgett, Jeffrey G., Donna J. Hill, and Stephen S. Tax (1999). " The Effects of Distributive, Procedural, and Interactive Justice on Postcomplaint Behavior, " Journal of Retailing, 75 (2). 184-210.
8. Bolton, Ruth (1998). " A Dynamic Model of the Duration of the Customers' Relationship with a Continuous Service Provider: The Role of Satisfaction, " Marketing Science, 17 (1). 45-65.
9. - - & James H. Drew (1991). " A Multistage Model of Customer' Assessment of Service Quality and Value, " Journal of Consumer Research, 17 (4). 375-383.
10. - -, Katherine N. Lemon, and Peter C. Verhoef (2004). " The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research, " Journal of the Academy of Marketing Science, 32 (3). 271-292.
11. Bowen, John (1990). " Development of a Taxonomy of Services to Gain Strategic Marketing Insights, " Journal of the Academy of Marketing Science, 18 (1). 43-49.
12. Bowman, Douglas and Das Narayandas (2001). " Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior, " Journal of Marketing Research, 38 (August), 281-297.
13. Brady, Michael K. and J. Joseph Cronin, Jr. (2001). " Some New Thoughts on Conceptualizing Perceived Service Quality, " Journal of Marketing, 65 (July), 34-49.
14. Clemmer, Elizabeth C. and Benjamin Schneider (1996). " Fair Service, " in Advances in Services Marketing and Management, Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds., Greenwich, CT: JAI, 109-126.
15. Cronin, Joseph. J., Jr., Michael A. Brady, and G. Tomas M. Hult (2000). " Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments " Journal of Retailing, 76 (2). 193-218.
16. - -, and Steven A. Taylor (1992). " Measuring Service Quality: A Reexamination and Extension, " Journal of Marketing, 5 (July), 55-68.
17. Crosby, Lawrence A., Kenneth R. Evans, and Deborah Cowles (1990). " Relationship Quality in Services Selling: An Interpersonal Influence Perspective, " Journal of Marketing, 54 (July), 68-81.
18. Day, George S. (1969). " A Two-Dimensional Concept of Brand Loyalty, " Journal of Advertising, 9 (3). 29-35.
19. De Wulf, Kristof, Gaby Odekerken-Schroder, and Dawn Iacobucci (2001). " Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration, " Journal of Marketing, 65 (October), 33-50.
20. Dick, Alan S., and Kunal Basu (1994). " Customer Loyalty: Toward an Integrated Conceptual Framework, " Journal of the Academy of Marketing Science, 22 (Spring), 99-114.
21. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987). " Developing Buyer-Seller Relationships, " Journal of Marketing, 51 (April), 11-27.
22. Evanschitzky, Heiner and Maren Wunderlich (2006). " An Examination of Moderator Effects in the Four-Stage Loyalty Model, " Journal of Service Research, 8 (May), 330-345.
23. Fornell, Claes (1992). " A National Customer Satisfaction Barometer: The Swedish Experience, " Journal of Marketing, 56 (January), 6-21.
24. - - and David F. Larcker (1981). " Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, " Journal of Marketing Research, 18 (February), 39-50.
25. Fullerton, Gordon (2003). " When Does Commitment Lead to Loyalty? " Journal of Service Research, 5 (May), 333-344.
26. Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000). " Understanding the Base of Service Providers: An Examination of the Differences Between Switchers and Stayers, " Journal of Marketing, 64 (July), 65-87.
27. Garbarino, Ellen, and Mark S. Johnson (1999). " The Differential Roles of Satisfaction, Trust, and Commitment in Customer Relationships, " Journal of Marketing, 63 (April), 70-87.
28. Gremler, Dwayne D. and Stephen W. Brown (1996). " Service Loyalty: Its Nature, Importance, and Implications, " in Advancing Service Quality: A Global Perspective, Bo Edvardsson, Stephen W. Brown, Robert Johnston, and Eberhard E. Scheuing, eds. New York: St. John's University, International Service Quality Association.
29. - - and Kevin P. Gwinner (2000). " Customer-Employee Rapport in Service Relationships, " Journal of Service Research, 3 (August), 82-104.
30. Gruen, Thomas, John Summers, and Frank Acito (2000). " Customer-Employee Rapport in Service Relationships, " Journal of Services Research, 3 (August), 34-49.
31. Gundlach, Gregory T., Ravi S. Achrol, and John T. Mentzer (1995). " The Structure of Commitment in Exchange, " Journal of Marketing, 59 (January), 78-92.
32. Gustafsson, Anders, Michael D. Johnson, and Inger Roos (2005). " The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention, " Journal of Marketing, 69 (October), 210-218.
33. Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998). " Relational Benefits in Services Industries: The Customer's Perspective, " Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
34. Hair, Joe F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1998). Multivariate Data Analysis, 5 th ed. Englewood Cliffs, NJ: Prentice Hall.
35. Harris, Lloyd C. and Mark M. H. Goode (2004). " The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics, " Journal of Retailing, 80, 139-158.
36. Henning-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002). " Understanding Relationship Marketing Outcomes, " Journal of Service Research, 4 (February), 230-247.
37. Huppertz, John W., Sidney J. Arenson, and Richard H. Evans (1978). " An Application of Equity Theory to Buyer-Seller Exchange Situations, " Journal of Marketing Research, 15 (March), 250-260.
38. Jacoby, Jacob and Robert W. Chestnut (1978). Brand Loyalty: Measurement and Management. New York: John Wiley.
39. Johnson, Michael D. Andreas Herrmann, and Frank Huber (2006). " The Evolution of Loyalty Intentions, " Journal of Marketing, 70 (April), 122-132.
40. - -, Anders Gustafsson, Tor Wallin Andresassen, Line Lervik, and Jaesung Cha (2001). " The Evaluation and Future of National Customer Satisfaction Index Models, " Journal of Economic Psychology, 22 (2). 217-245.
41. - -, and Anders Gustafsson (2000). Improving Customer Satisfaction, Loyalty, and Profit. San Francisco: Jossey-Bass.
42. Jreskog, Karl G. and Dag Srbom (1996). PRELIS 2: User's Reference Guide, 3 rd ed. Chicago: Scientific Software International.
43. Lovelock, Christopher H. (1983). " Classifying Services to Gain Strategic Marketing Insights, " Journal of Marketing, 47 (Summer), 9-20.
44. McKnight, D. Harrison, Larry L. Cummings, and Norman L. Chervany (1998). " Initial Trust Formation in New Organizational Relationships, " The Academy of Management Review, 23 (3). 473-490.
45. Mittal, Vikas and Wagner A. Kamakura (2001). " Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics, " Journal of Marketing Research, 38 (February), 131-142.
46. Moorman, Christine, Rohit Deshpand, and Gerald Zaltman (1993). " Factors Affecting Trust in Market Research Relationships, " Journal of Marketing, 57 (January), 81-101.
47. Morgan, Robert M. and Shelby D. Hunt (1994). " The Commitment-Trust Theory of Relationship Marketing, " Journal of Marketing, 58 (July), 20-38.
48. Oliva, Terence A., Richard L. Oliver, and Lan C. Macmillan (1992). " A Catastrophe Model for Developing Service Satisfaction Strategies, " Journal of Marketing, 56 (July), 83-95.
49. Oliver, Richard L. (1999). " Whence Consumer Loyalty? " Journal of Marketing, Special Issue, 63 (October), 33-44.
50. - - (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill Irwin.
51. - - and John E. Swan (1989). " Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach, " Journal of Marketing, 53 (April), 21-35.
52. Olsen, Line Lervik and Michael D. Johnson (2003). " Service Equity, Satisfaction, and Loyalty: From Transaction Specific to Cumulative Evaluations, " Journal of Service Research, 5 (February), 184-195.
53. Olsen, Svein Ottar (2002). " Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty, " Journal of the Academy of Marketing Science, 30 (Summer), 240-249.
54. Palmatier, Robert W., Lisa K. Scheer, and Jan-Benedict E. M. Steenkamp (2007). " Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty, " Journal of Marketing Research, 44 (May), 185-199.
55. Parasuraman, A., Valarie Z. Zeithaml, and Leonard L. Berry (1988). " SERVQUAL: A Multi-Item Scale for Measuring Perceptions of Service Quality, " Journal of Retailing, 64 (Spring), 12-40.
56. - -, - -, and - - (1985). " A Conceptual Model of Service Quality and Its Implications for Future Research, " Journal of Marketing, 49 (Fall), 41-50.
57. Podsakoff, Philip M., Scott B. MacKenzie, Jeong-Yeon Lee, and Nathan P. Podsakoff, (2003). " Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies, " Journal of Applied Psychology, 88 (5). 879-903.
58. Price, Linda L., and Eric J. Arnould (1999). " Commercial Friendships: Service Provider-Client Relationships in Context, " Journal of Marketing, 63 (4). 38-56.
59. Pritchard, Mark P., Mark E. Havitz, and Dennis R. Howard (1999). " Analyzing the Commitment-Loyalty Link in a Service Context, " Journal of the Academy of Marketing Science, 27 (Summer), 333-348.
60. Salegna, Gary J. and Stephen A. Goodwin (2005). " Consumer Loyalty to Service Providers: An Integrated Conceptual Model, " Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 18, 51-67.
61. Seiders, Kathleen, Glenn B. Voss, Dhruv Grewal, and Andrea L. Godfrey (2005). " Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context, " Journal of Marketing, 69 (October), 26-43.
62. Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol (2002). " Consumer Trust, Value, and Loyalty in Relational Exchanges, " Journal of Marketing, 66 (January), 15-37.
63. Sweeney, Jillian C., Geoffrey N. Soutar, and Lester W. Johnson (1999). " The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment, " Journal of Retailing, 75 (1). 77-105.
64. Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne G. Gremler (2006). Services Marketing: Integrating Customers across the Firm, 4 th ed. New York: McGraw-Hill Irwin.
65. - -, Leonard L. Berry, and A. Parasuraman (1996). " The Behavioral Consequences of Service Quality, " Journal of Marketing, 60 (April), 31-46.