Abstract
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most ...
Keywords
LoyaltyBusinessAdvertisingMarketingConsumer satisfactionRelation (database)Computer science
Affiliated Institutions
Related Publications
Whence Consumer Loyalty?
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal...
Managing consumer expectations of low‐margin, high‐volume services
Service firms operating on low margins per transaction must generate a high volume of business to survive the competitive environment of the 1990s. Firms must raise the expectat...
Satisfaction: a behavioral perspective on the consumer
List of Tables List of Figures Preface 1. Introduction: What Is Satisfaction? PART 1. BASIC SATISFACTION MECHANISMS 2. The Performance of Attributes, Features, and Dimensions 3....
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. Afte...
Measuring Service Quality: A Reexamination and Extension
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A...
Publication Info
- Year
- 1999
- Type
- article
- Volume
- 63
- Pages
- 33-33
- Citations
- 6860
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
6860
OpenAlex
2498
CrossRef
Cite This
Richard L. Oliver
(1999).
Whence Consumer Loyalty?.
Journal of Marketing
, 63
, 33-33.
https://doi.org/10.2307/1252099
Identifiers
- DOI
- 10.2307/1252099