Understanding the psychological process underlying customer satisfaction and retention in a relational service

No abstract is available for this paper.

• Publication year

  2009

• Venue

  Journal of Business Research

• Publication date

  2009-11-01

• Fields of study

  Business, Psychology

• Identifiers
  DOI 10.1016/J.JBUSRES.2008.10.020
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• Predicting electronic commerce adoption in Chilean SMEs

  2008cited by this paper
• Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

  2007cited by this paper
• Prior family business exposure as intergenerational influence and entrepreneurial intent: A Theory of Planned Behavior approach

  2007cited by this paper
• Bases of e-store loyalty: Perceived switching barriers and satisfaction

  2006cited by this paper
• Financial behaviours of consumers in credit counselling

  2006cited by this paper
• How habit and satisfaction affects player retention for online gambling

  2006cited by this paper
• Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges

  2005cited by this paper
• Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context

  2005cited by this paper
• Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay

  2005cited by this paper
• Whither consumer credit counseling

  2005cited by this paper
• The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

  2005cited by this paper
• Voluntary employee turnover: combining variables from the ‘traditional’ turnover literature with the theory of planned behavior

  2004cited by this paper
• Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services

  2004influential reference
• Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics

  2001cited by this paper
• Implications of loyalty program membership and service experiences for customer retention and value

  2000cited by this paper
• Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

  2000cited by this paper
• The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development

  1997cited by this paper
• Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

  1994cited by this paper
• The psychology of attitudes.

  1993cited by this paper
• A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

  1993cited by this paper
• Customer satisfaction, customer retention, and market share

  1993cited by this paper
• The Antecedents and Consequences of Customer Satisfaction for Firms

  1993cited by this paper
• A Comparison of the Theory of Planned Behavior and the Theory of Reasoned Action

  1992cited by this paper
• The theory of planned behavior

  1991cited by this paper
• Assessing Construct Validity in Organizational Research

  1991cited by this paper
• Structural Equations with Latent Variables

  1989cited by this paper
• STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH

  1988cited by this paper
• Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

  1987cited by this paper
• External Search Effort: An Investigation across Several Product Categories

  1987cited by this paper
• Prediction of goal directed behaviour: Attitudes, intentions and perceived behavioural control

  1986cited by this paper
• How do attitudes guide behavior

  1986cited by this paper
• Consumer satisfaction as a function of personal competence/efficacy

  1980cited by this paper
• Psychometric Theory (2nd ed), New York: McGraw-Hill.

  1978cited by this paper
• Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research

  1977cited by this paper
• Multivariate Analysis of Brand Loyalty for Major Household Appliances

  1973cited by this paper
• Generalized expectancies for internal versus external control of reinforcement.

  1966cited by this paper

• Innovative Techniques to Predict Churn in the French Insurance Industry: Integration of Machine Learning With the Grabit Model

  2025cites this paper
• Business Partnership as an Element of Building Customer Value

  2025cites this paper
• Self-control and Knowledge Sharing on Chinese Farmers’ Credit Default: Part-time Salary as a Moderator

  2024cites this paper
• How food delivery service can be sustainable: some evidence from the Giusta delivery case

  2024cites this paper
• A cross-cultural analysis of perceived value and customer loyalty in restaurants

  2024cites this paper
• Subscriber retention management: SRM framework and future research agenda

  2024cites this paper
• Afet döneminde kurumsal sosyal sorumluluk faaliyetlerinin marka denkliği ve müşteri tatminine etkisi

  2023cites this paper
• Impact of Sustainable Marketing Activities on Customer Retention

  2023cites this paper
• Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation

  2023cites this paper
• Digital analytics approach to understanding short video advertising in digital marketing

  2022cites this paper
• Influence of Cardiologists’ Demographic Profile on Overall Satisfaction Towards Marketing Mix Strategies

  2022cites this paper
• Quality perception of accounting firm customers

  2022cites this paper
• Exploring Recreationist-Environment Fit Hospitality Experiences of Green Hotels in China

  2022cites this paper
• Video Ads in Digital Marketing and Sales: A Big Data Analytics Using Scrapy Web Crawler Mining Technique

  2021cites this paper
• Drivers of Customer Retention: An Introspection Into Indian Retail Customers

  2021cites this paper
• Simulations of the relationship between the experience level of e-commerce customers and the adopted variables - implications for management in the area of online shopping

  2021cites this paper
• Corporate Reputation and Customer Satisfaction in the Telecommunication Industry in Nigeria

  2021cites this paper
• The effect of CRM on employee performance in banking industry

  2021cites this paper
• Amid the COVID-19 Pandemic, Unethical Behavior in the Name of the Company: The Role of Job Insecurity, Job Embeddedness, and Turnover Intention

  2021cites this paper
• Enhancing customer retention using customer relationship management approach in car loan bussiness

  2020cites this paper
• A Data Quality Management of Chain Stores based on Outlier Detection

  2020cites this paper
• The complex firm financial effects of customer satisfaction improvements

  2020cites this paper
• Factors affecting user satisfaction with new energy vehicles: A field survey in Shanghai and Nanjing.

  2020cites this paper
• Assessing the Effect of Customer Satisfaction and Trust on Customer Loyalty: The Preceding Role of Service Quality in Rural Banking in Ghana

  2020cites this paper
• The impact of social intelligence and employees’ collective self-efficacy on service provider’s performance in the Egyptian governmental hospitals

  2020cites this paper
• The Role of Employee's Innovative Behavior in Strengthening the Impact of Customer Participation on Customer Engagement

  2020cites this paper
• EFFECT OF CUSTOMER SATISFACTION AND MARKETING COMMUNICATION MIX ON CUSTOMERS’ LOYALTY IN THE GHANAIAN BANKING INDUSTRY

  2020cites this paper
• An analysis of configurations of relationship quality dimensions to explain sources of behavioral outcomes in globalized manufacturing

  2020cites this paper
• Financial literacy among small and medium enterprises in Zimbabwe

  2019cites this paper
• The Impact of Social Media on Students’ Academic Performance

  2019cites this paper
• Customer acceptance of online business management degree programs in online education markets

  2019cites this paper
• Use of Social Media in Student Learning and Its Effect on Academic Performance

  2019cites this paper
• THE USER EXPERIENCE OF ATM USERS IN NIGERIA : A SYSTEMATIC REVIEW OF EMPIRICAL PAPERS

  2018cites this paper
• An Analysis of the Effectiveness of Loyalty Program of Saudi Airlines

  2018cites this paper
• A Survey on Important Attributes of Customer Satisfaction in Telecom Industry

  2018cites this paper
• Service Quality and Customer Satisfaction in Online Banking

  2018cites this paper
• The Effect of Satisfaction on Loyalty in Consumption and Service Industry Based on Meta-analysis and It’s Algorithm

  2018cites this paper
• An Empirical Investigation of Customer Loyalty in Chinese Smartphone Markets with Large-Scale Data: Apple, Samsung, and Xiaomi Cases

  2018cites this paper
• Work-Life Support Practices and Customer Satisfaction: The Role of TMT Composition and Country Culture

  2018cites this paper
• The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan

  2018cites this paper
• Symbiosis-Orientation and the Survival of Small–Large Strategic Alliances

  2018cites this paper
• The contingency value of the partner firm's customer assets in a business-to-business relationship

  2018cites this paper
• Proposal and validation of a theoretical model of customer retention determinants in a service environment

  2018cites this paper
• FACTORS AFFECTING THE SATISFACTION OF THIRD PARTY LOGISTICS (3PL) CUSTOMERS IN THE APPAREL SECTOR IN SRI LANKA.

  2017cites this paper
• Understanding Sustained Participation in Virtual Travel Communities from the Perspectives of is Success Model and Flow Theory

  2017cites this paper
• Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty

  2017cites this paper
• Service Quality Attributes and Customer Loyalty: Case Study of Pakistan International Air Line

  2017cites this paper
• Influence of Customer Focused Mission Statement on Customer Satisfaction

  2017cites this paper
• Comparative Analysis of Newly-Built Housing Quality in Poland and Lithuania

  2017cites this paper
• Effective marketing of mobile telecom services through brand personality: Empirical evidence from Greece

  2017cites this paper
• Customer service as a strategic tool amongst independent retail food chains in KwaZulu-Natal

  2017cites this paper
• The role of trust as a mediator in the relationship between technology factors and intention to accept internet banking in Nigeria

  2017cites this paper
• Validation of SERVQUAL Model in Relation to Customer Loyalty: Evidence from FMCGs in Pakistan

  2017cites this paper
• Evaluating customers’ behavioral intentions in less significant financial institutions

  2017cites this paper
• Determinantes da retenção de clientes: um estudo comparativo em dois ambientes de prestação de serviços

  2016cites this paper
• Analyzing the Relationship between Service Quality and Customer Satisfaction: A Study on Sadat University in Egypt

  2016cites this paper
• Customer Satisfaction of Policing the Jamaican Society: Using SERVQUAL to Evaluate Customer Satisfaction

  2016cites this paper
• The Effect of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Teaching Hospitals in Egypt

  2016cites this paper
• Measuring performance of non-profit organisations: evidence from large charities

  2016cites this paper
• Managing consumer debt: Culture, compliance, and completion

  2016cites this paper
• Understanding re-expatriation intentions among overseas returnees – an emerging economy perspective

  2016cites this paper
• Antecedents to Customer Retention in a Corporate Context

  2016cites this paper
• Service quality dimensions and customer satisfaction in a Brazilian university context

  2016cites this paper
• The Moderating Effects of Customer Satisfaction on the Relationship between Service Quality and Customer Loyalty: Evidence from the Banking Sector of Egypt

  2016cites this paper
• Physician perceived value as a mediating variable between marketing mix strategy and physician satisfaction

  2016cites this paper
• Customer Satisfaction and Customer Loyalty: A Correlational Study on the Telecommunications Sector in Egypt

  2016cites this paper
• Towards a spectator loyalty model for soccer clubs in South Africa

  2015cites this paper
• Attaining Customer Loyalty! The Role of Customer Satisfaction and Customer Retention (Mobile Handset Industry-University of Gujrat, Pakistan)

  2015cites this paper
• RELATIONSHIP MARKETING - A CLIENT RELATIONSHIP LIFECYCLE PERSPECTIVE - THEORETICAL CONSIDERATIONS ON THE CLIENT ACQUISITION AND RETENTION PHASE

  2015cites this paper
• The empirical study of consumers' loyalty for display technology

  2015cites this paper
• An Empirical Analysis of Synthesizing the Effects of Festival Quality, Emotion, Festival Image and Festival Satisfaction on Festival Loyalty: A Case Study of Macau Food Festival

  2015cites this paper
• Key determinants of passenger loyalty in the low-cost airline business

  2015cites this paper
• Measuring factors affecting customer loyalty on Islamic banking deposit in Malaysia

  2015cites this paper
• A Good Quality Service Provision in the Network Service in Ghana: A Case Study of MTN Ghana

  2015cites this paper
• Impact of Customer Service Practices on Customer Satisfaction and Retention

  2015cites this paper
• Dimensions of patient loyalty and switching intention: Relational outcomes for benchmarking approach

  2015cites this paper
• A Brazilian Experience of Customer Retention and Its Key Drivers in Banking Service Rendering

  2015cites this paper
• FACTORS EFFECTING CUSTOMER RETENTION

  2015cites this paper
• Interlinking Service Delivery Innovation And Service Quality: A Conceptual Framework

  2015cites this paper
• A STUDY ON SERVICE CUSTOMIZATION IMPACT TOWARDS CUSTOMER SATISFACTION, LOYALTY AND TRUST

  2015cites this paper
• Relationship between service quality and customer loyalty: mediating effect of customer satisfaction and customer trust in Thailand’s audit firms

  2015cites this paper
• Consumer Financial Capability and Economic Wellbeing

  2015cites this paper
• Key Determinants of Customer Satisfaction: A Study of Supermarket Outlets in Bangalore

  2014cites this paper
• Developing a framework for relationship intention, satisfaction, loyalty and retention of SMEs in the business-to-business financing environment

  2014cites this paper
• Marketing Mix Strategy and Physicians’ Satisfaction: A Mediation Effect of Perceived Value in the Pharmaceutical industry in Yemen

  2014cites this paper
• Stakeholder satisfaction with the provision of school psychological services in Zimbabwe

  2014cites this paper
• Influence of Mobile Marketing on Consumer Purchase Behaviour in Organized Institutions in Lagos State,Nigeria

  2014cites this paper
• The Relationship among Manufacture Procedure, Manufacture Result and Customers Loyalty in Supply Chains

  2014cites this paper
• Assessing the relationship between marketing mix strategy and physicians' satisfaction through perceived value in Yemeni pharmaceutical industry

  2014cites this paper
• Online Complaint Communication Strategy: An Integrated Management Framework for e-Businesses

  2014cites this paper
• In-Flight Service Performance and Passenger Loyalty: A Cross-National (China/Korea) Study of Travelers Using Low-Cost Carriers

  2014cites this paper
• Quantitative investigation of college students' financial behaviour

  2014cites this paper
• User Satisfaction Toward Mobile Dynamic Ship Reporting Systems

  2014cites this paper
• CUSTOMER SATISFACTION DETERMINANTS IN NIGERIA TELECOMMUNICATION FIRMS: THE CASE OF CUSTOMER SUPPORT SERVICES AND ASSURANCE

  2014cites this paper
• O IMPACTO DO VALOR PERCEBIDO, REPUTAÇÃO, CONFIANÇA E CUSTOS DE TROCA COMO DETERMINANTES DA RETENÇÃO DE CLIENTES

  2014cites this paper
• An Examination of Two Dimensions of Physician Perceived Value on Physician Satisfaction in the Yemeni Pharmaceutical Industry

  2014cites this paper
• Customer loyalty intentions in broadband internet services

  2013cites this paper
• Understanding the Repurchase Abandonment Process of Consumers in the Online Environment: Integrating Dissatisfaction and Distrust

  2013cites this paper
• ANTECEDENTES DA RETENÇÃO DE CLIENTES NO CONTEXTO DE UMA INSTITUIÇÃO DE ENSINO SUPERIOR Customer Retention Antecedents In The Higher Education Institution Context

  2013cites this paper
• Understanding service quality in a virtual travel community environment

  2013cites this paper