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Investing in customer loyalty: the moderating role of relational characteristics · Study

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ArticleInvesting in customer loyalty: the moderating role of relational characteristics

Makam S. Balaji2013

Article2013

Investing in customer loyalty: the moderating role of relational characteristics

Makam S. Balaji

86 citations·0/0 files stored·Service Business

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1994The Commitment-Trust Theory of Relationship Marketing 1987Developing Buyer-Seller Relationships 2001Accounting for common method variance in cross-sectional research designs.1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 2011Specification, evaluation, and interpretation of structural equation models

Cited by

2017Effects of frontline employee role overload on customer responses and sales performance 2020Repurchase intention: the effect of similarity and client knowledge 2018An integrative framework for customer switching behavior 2016Consumer-brand relationships’ development in the mobile internet market: evidence from an extended relationship commitment paradigm 2018The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty

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2012Building customer loyalty in online retailing: The role of relationship qualityarticle · 16 shared references 2020Relationship dynamics in customer loyalty to online banking servicesarticle · 16 shared references 2012Impacts of perceived brand relationship orientation on attitudinal loyaltyarticle · 15 shared references 2017Drivers and outcomes of relationship quality with professional service firms: An SME owner-manager perspectivearticle · 14 shared references 2020The role of relationship quality and loyalty programs in building customer loyaltyarticle · 14 shared references 2018An integrative approach to relationship marketing, customer value, and customer outcomes in the retail banking industry: a customer-based perspective from Turkeyarticle · 14 shared references

Details

Year2013

Typearticle

Published2013-11-08

VenueService Business

ISSN-L1862-8508

Languageen

Citations86

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11628-013-0213-y

openalex_workW1969757233

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2016Does relationship communication matter in B2C service relationships?

2013Trust in customer‐salesperson relationship in China's retail sector

2019Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing