Does "true" personal or service loyalty last? A longitudinal study

Journal of Services Marketing

Volumn 23, Issue 3, 2009, Pages 187-194

  Bove, Liliana L ^a   Johnson, Lester W ^b  

^a UNIVERSITY OF MELBOURNE   (Australia)

^b UNIVERSITY OF MELBOURNE   (Australia)

Author keywords

Brand loyalty; Customer loyalty; Trust

Indexed keywords

EID: 68149105807     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040910955198     Document Type: Article

References (31)

1. Australian Bureau of Statistics (2004), Labour Mobility Australia, Report 6209.0, Canberra.
2. Bagozzi, R.P. and Phillips, L.W. (1982), Representing and testing organizational theories: a holistic construal, Administrative Science Quarterly, Vol. 27 No. 3, pp. 459-89.
3. Bansal, H.S., Taylor, S.F. and St James, Y. (2005), 'Migrating' to new service providers: toward a unifying framework of consumers' switching behaviours, Journal of the Academy of Marketing Science, Vol. 33 No. 1, pp. 96-115.
4. Berné, C., Mućgica, J.M. and Yagüe, M.J. (2001), The effect of variety-seeking on customer retention in services, Journal of Retailing and Consumer Services, Vol. 8 No. 6, pp. 335-45.
5. Blackman, B.A. (1985), Making a service more tangible can make it more manageable, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington Books, Toronto, pp. 291-302.
6. Bove, L.L. and Johnson, L.W. (2002), Predicting personal loyalty to a service worker, Australasian Marketing Journal, Vol. 10 No. 1, pp. 24-35.
7. Bove, L.L. and Johnson, L.W. (2006), Customer loyalty to one service worker: should it be discouraged?, International Journal of Research in Marketing, Vol. 23, pp. 79-91.
8. Chow, S. and Holden, R. (1997), Towards an understanding of loyalty: the moderating role of trust, Journal of Managerial Issues, Vol. 9 No. 3, pp. 275-98.
9. Day, G.S. (1969), A two-dimensional concept of brand loyalty, Journal of Advertising Research, Vol. 9 No. 3, pp. 29-35.
10. Dick, A.S. and Basu, K. (1994), Customer loyalty: toward an integrated conceptual framework, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
11. Ennew, C.T. and Binks, M.R. (1996), The impact of service quality and service characteristics on customer retention: small businesses and their banks in the UK, British Journal of Management, Vol. 7, pp. 219-30.
12. Fornell, C. and Larcker, D.F. (1981), Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, Vol. 28, February, pp. 39-50.
13. Garland, R. and Gendall, P. (2004), Testing Dick and Basu's customer loyalty model, Australasian Marketing Journal, Vol. 12 No. 3, pp. 81-7.
14. Gremler, D.D. and Brown, S.W. (1998), Worth beyond revenue: the full value of a loyal customer, in Scheuing, E.E., Brown, S.W. and Edvardsson, B. (Eds), Pursuing Service Excellence: Practices and Insights, International Service Quality Association, New York, NY, pp. 119-28.
15. Gremler, D.D., Brown, S.W., Bitner, M.J. and Parasuraman, A. (2002), Customer loyalty and satisfaction: what resonates in service contexts?, working paper, Bowling Green State University, Bowling Green, OH.
16. Hair, J.F.J., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall International, Upper Saddle River, NJ.
17. Hansen, H., Sandvik, K. and Selnes, F. (2003), Direct and indirect effects of commitment to a service employee on the intention to stay, Journal of Service Research, Vol. 5 No. 4, pp. 356-68
18. Hennig-Thurau, T. and Klee, A. (1997), The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development, Psychology and Marketing, Vol. 14 No. 8, pp. 737-64.
19. Hu, L. and Bentler, P.M. (1999), Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives, Structural Equation Modeling, Vol. 6 No. 1, pp. 1-55.
20. Macintosh, G. (2002), Perceived risk and outcome differences in multi-level service relationships, Journal of Services Marketing, Vol. 16 No. 2, pp. 143-57.
21. Magi, A. (1999), Store loyalty? An empirical study of grocery shopping, Doctor of Philosophy thesis, EFI, The Economic Research Institute, Stockholm, 199 pp.
22. Mobley, W.H. (1982), Employee Turnover: Causes, Consequences, and Control, Addison-Wesley Publishing, Reading, MA.
23. Oliver, R.L. (1999), Whence consumer loyalty?, Journal of Marketing, Vol. 63, pp. 33-44.
24. Perreault, W.D. Jr and Leigh, L.E. (1989), Reliability of nominal data based on qualitative judgments, Journal of Marketing Research, Vol. 26 No. 2, pp. 135-48.
25. Pritchard, M.P. and Howard, D.R. (1997), The loyal traveler: examining a typology of service patronage, Journal of Travel Research, Vol. 35 No. 4, pp. 2-11.
26. Reichheld, F.F. and Kenny, D.W. (1990), The hidden advantages of customer retention, Journal of Retail Banking, Vol. 12 No. 4, pp. 19-23.
27. Reinartz, W. and Kumar, V. (2002), The mismanagement of customer loyalty, Harvard Business Review, Vol. 80, July, pp. 86-94.
28. Schlesinger, L.A. and Heskett, J.L. (1991), Breaking the cycle of failure in services, Sloan Management Review, Vol. 32 No. 3, pp. 17-28.
29. Tan, H.H. and Tan, C.S. (2000), Toward the differentiation of trust in supervisor and trust in organisation, Genetic, Social, and General Psychology Monographs, Vol. 126 No. 2, pp. 241-60.
30. Verhoef, P.C. (2003), Understanding the effect of customer relationship management efforts on customer retention and customer share development, Journal of Marketing, Vol. 67, October, pp. 30-45.
31. Woods, R.H. and Macaulay, J.F. (1989), Rx for turnover: retention programs that work, Cornell Hotel and Restaurant Administration Quarterly, Vol. 30 No. 1, pp. 78-90.