Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis

Personal characteristics as moderators of the relationship between customer satisfaction and... Previous empirical research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. In a consumer‐durables context the authors analyze the moderating effect of selected personal characteristics on the satisfaction–loyalty link. The empirical findings, which are based on multiple‐group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the customer. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction–loyalty relationship. © 2001 John Wiley & Sons, Inc. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Psychology & Marketing Wiley

Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis

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Publisher
Wiley
Copyright
Copyright © 2001 John Wiley & Sons, Inc.
ISSN
0742-6046
eISSN
1520-6793
DOI
10.1002/1520-6793(200101)18:1<43::AID-MAR3>3.0.CO;2-I
Publisher site
See Article on Publisher Site

Abstract

Previous empirical research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. In a consumer‐durables context the authors analyze the moderating effect of selected personal characteristics on the satisfaction–loyalty link. The empirical findings, which are based on multiple‐group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the customer. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction–loyalty relationship. © 2001 John Wiley & Sons, Inc.

Journal

Psychology & MarketingWiley

Published: Jan 1, 2001

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