Access the full text.
Sign up today, get DeepDyve free for 14 days.
M.J. Bitner
Consumer responses to the physical environment in service settings
Enrico Menduni (2001)
Il mondo della radio. Dal transistor a Internet
Gerrard Macintosh (2002)
Perceived risk and outcome differences in multi‐level service relationshipsJournal of Services Marketing, 16
E. Sivadas, Jamie Baker-Prewitt (2000)
An examination of the relationship between service quality, customer satisfaction, and store loyaltyInternational Journal of Retail & Distribution Management, 28
J. Stafford
The battle over intellectual property
Lawrence Crosby, Nancy Stephens (1987)
Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance IndustryJournal of Marketing Research, 24
K. Jöreskog, D. Sörbom (1997)
Lisrel 8: User's Reference Guide
K. File, R. Prince (1993)
Evaluating the effectiveness of interactive marketingJournal of Services Marketing, 7
Hervé Glevarec (2005)
Youth radio as ‘social object’: the social meaning of ‘free radio’ shows for young people in FranceMedia, Culture & Society, 27
D. Bowman, J. Farley, D. Schmittlein (2000)
Cross-National Empirical Generalization in Business Services Buying BehaviorJournal of International Business Studies, 31
Gilbert Churchill (1979)
A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 16
DEP ARTEMENT TOEGEP ASTE ECONOMISCHE WETENSCHAPPEN A Review of Brand-Loyalty Measures in Marketing
M. Bitner (1995)
Building service relationships: It’s all about promisesJournal of the Academy of Marketing Science, 23
F. Heider (1958)
The psychology of interpersonal relations
J. Bughin, B. Djelic, J. Schroder (2000)
Is Anyone out There Listening
T.L. Keiningham, T. Perkins‐Munn, L. Aksoy, D. Estrin
Does customer satisfaction lead to profitability? The mediating role of share of wallet
S. Beatty, M. Mayer, J. Coleman, K. Reynolds, Jung-ki Lee (1996)
Customer-sales associate retail relationshipsJournal of Retailing, 72
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
B. Cooil, T. Keiningham, Lerzan Aksoy, Michael Hsu (2007)
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer CharacteristicsJournal of Marketing, 71
G. Mytton, Carol Forrester (1988)
Audiences for International Radio BroadcastsEuropean Journal of Communication, 3
D.J. Ringold
Consumer response to product withdrawal: the reformulation of Coca‐Cola
R. Westbrook (1981)
Sources of consumer satisfaction with retail outlets.Journal of Retailing
T. Jones (1996)
Why Satisfied Customers DefectJournal of Management in Engineering, 12
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
J.W. Brehm
Responses to Loss of Freedom. A Theory of Psychological Reactance
P. Kotler (1974)
Atmospherics as a Marketing ToolJournal of Retailing, 49
M. Adelman, Aaron Ahuvia, C. Goodwin (1994)
Beyond Smiling: Social Support and Service Quality
Kristopher Preacher, A. Hayes (2004)
SPSS and SAS procedures for estimating indirect effects in simple mediation modelsBehavior Research Methods, Instruments, & Computers, 36
M. Wish (1976)
Comparisons Among Multidimensional Structures Of Interpersonal Relations.Multivariate behavioral research, 11 3
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
Neeli Bendapudi, Robert Leone (2002)
Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor FirmJournal of Marketing, 66
P. Michelman
Why retention should become a core strategy now
Linda Price, E. Arnould (1999)
Commercial Friendships: Service Provider--Client Relationships in ContextJournal of Marketing, 63
D. Bowman, Das Narayandas (2004)
Linking Customer Management Effort to Customer Profitability in Business MarketsJournal of Marketing Research, 41
J. Baker
The role of the environment in marketing services: the consumer perspective
T. Hennig-Thurau, K. Gwinner, Dwayne Gremler (2002)
Understanding Relationship Marketing OutcomesJournal of Service Research, 4
J. Bloemer, T. Poiesz
The illusion of consumer satisfaction
B. Byrne (2010)
Structural equation modeling with AMOS
D. Leeuw, Edith Desiree (1992)
Data Quality in Mail, Telephone and Face to Face Surveys.
P. Patterson, Tasman Smith (2003)
A cross-cultural study of switching barriers and propensity to stay with service providersJournal of Retailing, 79
A. Wong, A. Sohal (2003)
Service quality and customer loyalty perspectives on two levels of retail relationshipsJournal of Services Marketing, 17
B. Fehr, J. Russell (1984)
Concept of Emotion Viewed From a Prototype PerspectiveJournal of Experimental Psychology: General, 113
J.L. Arbuckle, W. Wothke
Amos 5.0 Users' Guide
F. Selnes (1993)
An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and LoyaltyJournal of Product & Brand Management
Justine Johnson (2005)
Into the Dark
P. Cappelli (2000)
A Market-Driven Approach to Retaining Talent.Harvard Business Review, 78
Robert Palmatier, L. Scheer, J. Steenkamp (2007)
Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned LoyaltyJournal of Marketing Research, 44
C. Russell, Andrew Norman, S. Heckler (2004)
The Consumption of Television Programming: Development and Validation of the Connectedness ScaleJournal of Consumer Research, 31
H. Biong
The role of the salesperson within a long‐term buyer‐supplier relationship in the industrial market
M. Bitner (1992)
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:Journal of Marketing, 56
Allyson Holbrook, M. Green, J. Krosnick (2003)
Telephone versus Face-to-Face Interviewing of National Probability Samples with Long Questionnaires: Comparisons of Respondent Satisficing and Social Desirability Response BiasPublic Opinion Quarterly, 67
C. Russell, C. Puto (1999)
Rethinking Television Audience Measures: An Exploration into the Construct of Audience ConnectednessMarketing Letters, 10
M. Sobel (1982)
Asymptotic Confidence Intervals for Indirect Effects in Structural Equation ModelsSociological Methodology, 13
D. Alderton, K. Krim, J. Schmitt, F. Sheeehy
Digital what? The coming revolution in radio
R. Silvestro, S. Cross (2000)
Applying the service profit chain in a retail environmentInternational Journal of Service Industry Management, 11
John Czepiel (1990)
Service encounters and service relationships: Implications for researchJournal of Business Research, 20
Lawrence Crosby, M. Bitner, J. Gill (1990)
Organizational structure of valuesJournal of Business Research, 20
Deepak Sirdeshmukh, Jagdip Singh, B. Sabol (2002)
Consumer Trust, Value, and Loyalty in Relational ExchangesJournal of Marketing, 66
M. Pritchard, M. Havitz, D. Howard (1999)
Analyzing the commitment-loyalty link in service contextsJournal of the Academy of Marketing Science, 27
Julie Yu, H. Cooper (1983)
A Quantitative Review of Research Design Effects on Response Rates to QuestionnairesJournal of Marketing Research, 20
L. Bove, L. Johnson (2006)
Customer loyalty to one service worker: Should it be discouraged?International Journal of Research in Marketing, 23
F. Bielen, Christophe Sempels (2004)
Proposition d'une échelle de mesure bidimensionnelle du concept d'intangibilitéRecherche et Applications en Marketing, 19
K. Bollen (1989)
Structural Equations with Latent Variables
D. Iacobucci, Amy Ostrom (1996)
Commercial and Interpersonal Relationships; Using the Structure of Interpersonal Relationships to Understand Individual-to-Individual, Individual-to-Firm, and Firm-to-Firm Relationships in CommerceInternational Journal of Research in Marketing, 13
Audiradio
Annual report
R.L. Hilliard
Format
Chris Baumann, Suzan Burton, G. Elliott (2005)
Determinants of customer loyalty and share of wallet in retail bankingJournal of Financial Services Marketing, 9
B. Edvardsson, A. Gustafsson, I. Roos (2005)
Service portraits in service research: a critical reviewInternational Journal of Service Industry Management, 16
Christopher Shook, D. Ketchen, G. Hult, K. Kacmar (2004)
AN ASSESSMENT OF THE USE OF STRUCTURAL EQUATION MODELING IN STRATEGIC MANAGEMENT RESEARCHStrategic Management Journal, 25
T. Greer, Nuchai Chuchinprakarn, S. Seshadri (2000)
Likelihood of Participating in Mail Survey Research Business Respondents' PerspectivesIndustrial Marketing Management, 29
Gerrard Macintosh, L. Lockshin (1997)
Retail relationships and store loyalty: A multi-level perspectiveInternational Journal of Research in Marketing, 14
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations
Carrie Leana, D. Rousseau (2000)
Relational wealth : the advantages of stability in a changing economy
C. Fornell, Michael Johnson, E. Anderson, Jaesung Cha, B. Bryant (1996)
The American Customer Satisfaction Index: Nature, Purpose, and FindingsJournal of Marketing, 60
P. Labarbera, David Mazursky (1983)
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive ProcessJournal of Marketing Research, 20
G. Torkzadeh, X. Koufteros, W. Doll (2005)
Confirmatory factor analysis and factorial invariance of the impact of information technology instrumentOmega-international Journal of Management Science, 33
J.E.G. Bateson
Why we need service marketing
E. Hirschman, Craig Thompson (1997)
Why Media Matter: Toward a Richer Understanding of Consumers' Relationships with Advertising and Mass MediaJournal of Advertising, 26
P. Farris, N. Bendle, P. Pfeifer, D. Reibstein (2006)
Marketing Metrics: 50+ Metrics Every Executive Should Master
D. Hamilton, S. Sherman (1996)
Perceiving persons and groups.Psychological review, 103 2
C. Lovelock (1983)
Classifying Services to Gain Strategic Marketing InsightsJournal of Marketing, 47
D.D. Gremler, S.W. Brown
Worth beyond revenue: the full value of a loyal customer
V. Zeithaml, A. Parasuraman, L. Berry (1985)
Problems and Strategies in Services MarketingJournal of Marketing, 49
R. Baron, D. Kenny (1986)
The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.Journal of personality and social psychology, 51 6
H. Lasswell (2007)
The structure and function of communication in society
G.L. Hall
Programming and management
K.H. Hunt
CS/D: Overview and future research directions
C. Fornll, D. Larcker (1981)
STRUCTURAL EQUATION MODELS WITH UNOBSERVABLE VARIABLES AND MEASUREMENT ERROR, 18
M.D. Johnson, A. Gustafsson, T.W. Andreassen, L. Lervik, C. Jaesung
The evolution and future of national satisfaction index models
Michael Johnson, A. Gustafsson, T. Andreassen, Line Lervik, Jaesung Cha (2001)
The Evolution and Future of National Customer Satisfaction Index ModelsJournal of Economic Psychology, 22
J.A. Miller
Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements
David Hendy (2000)
Radio in the global age
L. Berry (1995)
On Great Service: A Framework for Action
T. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, D. Estrin (2005)
Does customer satisfaction lead to profitabilityManaging Service Quality, 15
W. Bearden, Jesse Teel (1983)
Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
N. Donthu, R.T. Rust
Comparing methods to capture heterogeneity in perceptual maps
B. Edvardsson, A. Gustafsson, I. Roos (2004)
Service Portrays and Service Constructions: A Critical Review Through the Lens of the Customer
R. Singleton
No fine for leaving
Michael Johnson, E. Anderson, C. Fornell (1995)
Rational and Adaptive Performance Expectations in a Customer Satisfaction FrameworkJournal of Consumer Research, 21
F. Mavondo, Elaine Rodrigo (2001)
The effect of relationship dimensions on interpersonal and interorganizational commitment in organizations conducting business between Australia and ChinaJournal of Business Research, 52
Jagdip Singh (1991)
Understanding the structure of consumers’ satisfaction evaluations of service deliveryJournal of the Academy of Marketing Science, 19
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
C. Goodwin, Dwayne Gremler (1996)
Friendship over the counter: How social aspects of service encounters influence consumer service loyalty
T. Hennig‐Thurau, K.P. Gwinner, D.D. Gremler
Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality
H. Greve (1996)
Patterns of Competition: The Diffusion of a Market Position in Radio BroadcastingAdministrative Science Quarterly, 41
Alan Dick, K. Basu (1994)
Customer loyalty: Toward an integrated conceptual frameworkJournal of the Academy of Marketing Science, 22
J.R. Williams
Renewable Advantage
David Hendy (2000)
Pop music radio in the public service: BBC Radio 1 and new music in the 1990sMedia, Culture & Society, 22
W. Dolen, J. Lemmink, K. Ruyter, A. Jong (2002)
Customer-sales employee encounters: a dyadic perspectiveInternational Journal of Finance & Economics
R.L. Oliver
Satisfaction: A Behavioural Perspective on the Consumer
Robert Palmatier, L. Scheer, M. Houston, K. Evans, S. Gopalakrishna (2007)
Use of relationship marketing programs in building customer-salesperson and customer-firm relationships: Differential influences on financial outcomesInternational Journal of Research in Marketing, 24
Nancy Morris (1999)
US Voices on UK RadioEuropean Journal of Communication, 14
J.G. Barnes
The quality and depth of customer relationships
S. Sudman
Improving the quality of shopping center survey sampling
Michael Jones, David Mothersbaugh, S. Beatty (2000)
Switching barriers and repurchase intentions in servicesJournal of Retailing, 76
K. Butcher, B. Sparks, F. O'Callaghan (2001)
Evaluative and relational influences on service loyaltyInternational Journal of Service Industry Management, 12
K. Reynolds, S. Beatty (1999)
Customer benefits and company consequences of customer-salesperson relationships in retailingJournal of Retailing, 75
W. Hawes
Producing and directing
T. Keiningham, Tiffany Perkins-Munn, H. Evans (2003)
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business EnvironmentJournal of Service Research, 6
P.F. Drucker
New Realities
T. Lee, Steven Maurer (1997)
The retention of knowledge workers with the unfolding model of voluntary turnoverHuman Resource Management Review, 7
D. McQuail
Mass Communication Theory
M. Mellens, M.G. Dekimpe, J.B.E.M. Steenkamp
A review of brand‐loyalty measures in marketing
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
S. Sudman (1980)
Improving the Quality of Shopping Center SamplingJournal of Marketing Research, 17
D. Iacobucci, Jonathan Hibbard (1999)
Toward An Encompassing Theory of Business Marketing Relationships (BMRS) and Interpersonal Commercial Relationships (ICRS): An Empirical GeneralizationJournal of Interactive Marketing, 13
F. Bielen, C. Sempels
Proposition of a two‐dimensional measurement scale of the concept of intangibility
D.D. Gremler, S.W. Brown
Serive loyality: its nature, importance, and implications
L. Bove, L. Johnson (2002)
Predicting Personal Loyalty to a Service WorkerAustralasian Marketing Journal, 10
N. Bendapudi, R. Leone
How to lose your star performer without losing customers, too
K. Gwinner, Dwayne Gremler, M. Bitner (1998)
Relational benefits in services industries: The customer’s perspectiveJournal of the Academy of Marketing Science, 26
R. Bagozzi, Youjae Yi (1988)
On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 16
R. Erffmeyer, Bruce Keillor, Debbie Leclair (1999)
An Empirical Investigation of Japanese Consumer EthicsJournal of Business Ethics, 18
R. Silvestro, L. Fitzgerald, R. Johnston, C. Voss (1992)
Towards a Classification of Service ProcessesInternational Journal of Service Industry Management, 3
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
Melissa Martin (2002)
Consumer Responses to Discontinuance of Favorite Products: an Exporatory StudyACR North American Advances, 29
Matthew O'Laughlin, B. Malle (2002)
How people explain actions performed by groups and individuals.Journal of personality and social psychology, 82 1
Dianne Cermak, K. File, R. Prince (2011)
Customer Participation In Service Specification And DeliveryJournal of Applied Business Research, 10
Purpose – Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction. But does he/she help in building customer loyalty too? What happens if this employee leaves the organisation? The purpose of this paper is to assess the overall net effect that customer satisfaction with a key service employee may have on customer loyalty to a service firm. Design/methodology/approach – The radio industry is selected as a specific case where a key service employee exists. A conceptual model is developed and tested on a sample of radio listeners using structural equation modelling. Findings – The results confirm that customer satisfaction with a disc jockey increases personal loyalty to this employee. That outcome, in turn, cancels out part of the positive effects on customer loyalty to the radio station. Research limitations/implications – The model is tested within a specific service industry and the findings are not generalisable to contexts whose underlying characteristics differ from that industry. The aim is to propose a frame for estimating the net effects of relational trade‐offs with a key service employee. More generally, the study contributes to increased knowledge on the topic of customers' multiple levels of relationships. Practical implications – When designing a value proposition in service industries where a key employee exists, it becomes especially important to add value elements and satisfaction drivers strictly referable to the firm and not to a specific person (e.g. image and reputation, behavioural consistency, overall experience, etc.). Originality/value – The concept of “key service employee” is formally introduced and defined. A crossed design to weigh both direct and indirect relational outcomes is proposed. Loyalty to a key employee is explicitly measured as concurrent loyalty toward the firm.
Journal of Service Management – Emerald Publishing
Published: Jun 19, 2009
Keywords: Customer loyalty; Customer satisfaction; Interpersonal relations; Entertainment industry; Radio; Employees
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.