Access the full text.
Sign up today, get DeepDyve free for 14 days.
V. Zeithaml, L. Berry, A. Parasuraman (1988)
Communication and Control Processes in the Delivery of Service QualityJournal of Marketing, 52
Kenneth Teas (1993)
Expectations, Performance Evaluation, and Consumers’ Perceptions of QualityJournal of Marketing, 57
Gilbert Churchill, Carol Surprenant (1982)
An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
Gilbert Churchill (1979)
A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 16
E. Cadotte, R. Woodruff, R. Jenkins (1987)
Expectations and norms in models of consumer satisfaction.Journal of Marketing Research, 24
K.G Jöreskog, D Sörbom
LISREL 8: A Guide to the Program and Applications
K.S Lim, M.A. Razzaque
Brand loyalty and situational effects: an interactionist perspective
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
T.W Andreassen, B Lindestad
Customer loyalty and complex services
J. Jacoby, R. Chestnut (1978)
Brand Loyalty: Measurement and Management
A. Eagly, S. Chaiken (1993)
The psychology of attitudes.Journal of Marketing Research, 34
S.M Cunningham
Brand loyalty – what, where, how much?
W Boulding, A Kalra, R Staelin, V.A Zeithaml
A dynamic process model of service quality: from expectations to intentions
J. Jacoby, D.B Kyner
Brand loyalty versus repeat buying behavior
S.V Troye, T Ogaard, I.J Henjesand
The triple importance of service: an alternative model of service and product quality
J. Olson, J. Jacoby (1972)
Cue Utilization in the Quality Perception Process
Deborah Kellogg, William Youngdahl, D. Bowen (1997)
On the relationship between customer participation and satisfaction: two frameworksInternational Journal of Service Industry Management, 8
B. Kahn, Manohar Kalwani, D. Morrison (1986)
Measuring Variety-Seeking and Reinforcement Behaviors Using Panel DataJournal of Marketing Research, 23
M. Holbrook (1994)
The Nature of Customer Value: An Axiology of Services in the Consumption Experience
M. Browne, R. Cudeck (1992)
Alternative Ways of Assessing Model FitSociological Methods & Research, 21
F. Selnes (1993)
An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and LoyaltyJournal of Product & Brand Management
W.D Gremler, S.W Brown
Service loyalty, its nature, importance and implications
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
B. Edvardsson (1992)
Service Break-Downs a Study of Critical Incidents in an AirlineInternational Journal of Service Industry Management, 3
J.A Miller
Studying satisfaction, modifying models, eliciting expectations, posing problems and making meaningful measurement
T. French (1997)
Global trends in airline alliances.Travel and Tourism Analyst
James Heskett, W. Sasser, Christopher Hart (1990)
Service Breakthroughs: Changing the Rules of the Game (Прорыв в сфере услуг: изменение правил игры)
Veronica Liljander, T. Strandvik (1997)
Emotions in service satisfactionInternational Journal of Service Industry Management, 8
William Boulding, A. Kalra, R. Staelin, V. Zeithaml (1993)
A Dynamic Process Model of Service Quality: From Expectations to Behavioral IntentionsJournal of Marketing Research, 30
Kui Lim, M. Razzaque (1997)
Brand Loyalty and Situational EffectsJournal of International Consumer Marketing, 9
P. Danaher, J. Mattsson (1994)
Customer Satisfaction during the Service Delivery ProcessEuropean Journal of Marketing, 28
C. Fornell, D. Larcker (1981)
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:Journal of Marketing Research, 18
R.L Lutz, P.R Winn
Developing a Bayesian measure of brand loyalty: a preliminary report
J.L. Giese, J.A Cote
Defining consumer satisfation
G. Fick, J. Ritchie (1991)
Measuring Service Quality in the Travel and Tourism IndustryJournal of Travel Research, 30
A.H Zins
Creating customer value in the context of service bundles
J.P Meyer, N.J Allen
Testing the < > of organizational commitment: some methodological considerations
W. Tucker (1964)
The Development of Brand LoyaltyJournal of Marketing Research, 1
F. Reichheld (1996)
LEARNING FROM CUSTOMER DEFECTIONS, 74
P. Patterson, Richard Spreng (1997)
Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examinationInternational Journal of Service Industry Management, 8
J. Mcconnell (1968)
Repeat-Purchase Estimation and the Linear Learning ModelJournal of Marketing Research, 5
A.E Lloyd, S.T.K Luk, A Roy
The role of culture on participation and perceived service quality in retail banking: a Confucian perspective
D. Tse, P. Wilton (1988)
Models of Consumer Satisfaction Formation : An ExtensionJournal of Marketing Research, 25
C. Ryan, A. Cliff (1997)
Do Travel Agencies Measure Up to Customer Expectation? An Empirical Investigation of Travel Agencies' Service Quality as Measured by SERVQUALJournal of Travel & Tourism Marketing, 6
H.M Brierley
The art of relationship management
R.L Lutz
The role of attitude theory in marketing
G. Day (1976)
A Two-Dimensional Concept of Brand Loyalty
J.D McConnell
The development of brand loyalty: an empirical study
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
J.L Arbuckle
Amos Users’ Guide. Version 3.6
F. Alamdari, P. Morrell (1997)
Airline alliances: a catalyst for regulatory change in key markets?Journal of Air Transport Management, 3
S. Chaiken, E. Pomerantz, Roger Giner-Sorolla (1995)
Structural consistency and attitude strength.
Cathy Johnson, B. Mathews (1997)
The influence of experience on service expectationsInternational Journal of Service Industry Management, 8
A Parasuraman, L.L Berry, V.A Zeithaml
Understanding customer expectations of service
G. Häubl (1996)
A cross‐national investigation of the effects of country of origin and brand name on the evaluation of a new carInternational Marketing Review, 13
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
C.A Kiesler
The Psychology of Commitment
B.M Samuelson, K. Sandvik
The concept of customer loyalty
P. Bentler (1990)
Comparative fit indexes in structural models.Psychological bulletin, 107 2
H. Roest, R. Pieters (1997)
The nomological net of perceived service qualityInternational Journal of Service Industry Management, 8
A Scheuch
Qualitätsmessung, Kundenzufriedenheit und Loyalität bei Fluglinien am Beispiel von Austrian Airlines
J. Mathieu, Dennis Zajac (1990)
A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitmentPsychological Bulletin, 108
Jc Ruyter, M. Wetzels, J. Bloemer (1998)
On the relationship between perceived service quality, service loyalty and switching costsInternational Journal of Service Industry Management, 9
Charles Martin, P. Goodell (1991)
Historical, Descriptive and Strategic Perspectives on the Construct of Product CommitmentEuropean Journal of Marketing, 25
William Dodds, K. Monroe, Dhruv Grewal (1991)
Effects of Price, Brand, and Store Information on Buyers’ Product EvaluationsJournal of Marketing Research, 28
Ruth Bolton, J. Drew (1991)
A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 17
Youjae Yi (1989)
A Critical review of consumer satisfaction
Stephen Hoch, Young-Won Ha (1986)
Consumer Learning: Advertising and the Ambiguity of Product ExperienceJournal of Consumer Research, 13
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
J. Cronin, Steven Taylor (1994)
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
R.A Spreng, A.L. Dixon, R.W. Olshavsky
The impact of perceived value on consumer satisfaction
Alan Dick, K. Basu (1994)
Customer loyalty: Toward an integrated conceptual frameworkJournal of the Academy of Marketing Science, 22
J. Cronin, Steven Taylor (1992)
Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 56
J. Jacoby, D. Kyner (1973)
Brand Loyalty Vs. Repeat Purchasing BehaviorJournal of Marketing Research, 10
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
Chris Allen, K. Machleit, Susan Kleine (1992)
A Comparison of Attitudes and Emotions as Predictors of Behavior at Diverse Levels of Behavioral ExperienceJournal of Consumer Research, 18
S. Rundle‐Thiele, J. Dawes, B Sharp
An empirical investigation of the relationship between three types of loyalty
M. Pritchard, D. Howard (1997)
The Loyal Traveler: Examining a Typology of Service PatronageJournal of Travel Research, 35
J.C. Sweeney
An investigation of a theoretical model of consumer perceptions of value
P. Patterson (1995)
Choice Criteria in Final Selection of a Management Consultancy ServiceJournal of Professional Services Marketing, 11
J. Krosnick, R. Petty (1995)
Attitude strength: An overview.
S. Latour, Nancy Peat (1979)
Conceptual and Methodological Issues in Consumer Satisfaction ResearchACR North American Advances
P. Ostrowski, T. O'Brien, G. Gordon (1993)
Service Quality and Customer Loyalty in the Commercial Airline IndustryJournal of Travel Research, 32
E. Gummesson (1991)
Truths and Myths in Service QualityInternational Journal of Service Industry Management, 2
T. Strandvik, Veronica Liljander (1995)
A Comparison of Episode Performance and Relationship Performance for a Discrete Service
P.A Dabholkar, D.I. Thorpe
Does customer satisfaction predict shopper intentions
R.S Hartmann
The Structure of Value: Foundations of a Scientific Axiology
T. Andreassen, Bodil Lindestad (1998)
Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertiseInternational Journal of Service Industry Management, 9
J. Bloemer, H. Kasper (1995)
The complex relationship between consumer satisfaction and brand loyaltyJournal of Economic Psychology, 16
R. Oliver (1981)
Measurement and evaluation of satisfaction processes in retail settings.Journal of Retailing
A. Smith (1999)
Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement ScalesJournal of Business Research, 46
R. Rust, R. Oliver (1994)
Service Quality: Insights and Managerial Implications from the Frontier
John Meyer, Natalie Allen (1984)
Testing the "Side-Bet Theory" of Organizational Commitment: Some Methodological ConsiderationsJournal of Applied Psychology, 69
N. Kumar, J.D Hibbard, L.W Stern
An empirical assessment of the nature and consequences of marketing channel intermediary commitment
Veronica Liljander, T. Strandvik (1995)
The nature of customer relationships in services
E.W Anderson, C Fornell
A consumer satisfaction research prospectus
Relationship marketing requires a thorough understanding of the long‐run perspective of the supplier‐customer interaction. The concept of customer loyalty can be applied to emphasize the behavioural and attitudinal aspects of this interaction. This study investigates the antecedents of future customer loyalty in the commercial airline industry by applying structural models under four prototypical past loyalty conditions. These conditions are based on behavioural and situational descriptors and labelled in analogy to Day’s compositional approach. It is shown that the superiority of relative attitudes claimed by Dick and Basu cannot be confirmed. Corporate image of the service provider is, along with service quality and customer satisfaction, a powerful and illustrative component for explaining future customer loyalty. When comparing the a priori defined conditions (low, latent, spurious, and true loyalty) it turns out that the structural evaluative differences can be partially interpreted by the phenomena which are described as affective and calculative commitment in the literature. However, it is claimed to consider situational factors such as the character of the buying and decision‐making process in much more detail.
International Journal of Service Industry Management – Emerald Publishing
Published: Aug 1, 2001
Keywords: Customer loyalty; Relationship marketing; Corporate image; Service quality; Customer satisfaction
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.