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ArticleCreating advocates: The roles of satisfaction, trust and commitment

Gordon Fullerton2010

Article2010

Creating advocates: The roles of satisfaction, trust and commitment

Gordon Fullerton

262 citations·0/0 files stored·Journal of Retailing and Consumer Services

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Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1998Principles and Practice of Structural Equation Modeling 1994The Commitment-Trust Theory of Relationship Marketing 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1990The measurement and antecedents of affective, continuance and normative commitment to the organization 2002Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences 1997An Examination of the Nature of Trust in Buyer-Seller Relationships

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2018Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships 2018UNDERSTANDING CUSTOMER BRAND ENGAGEMENT WITH VIRTUAL SOCIAL COMMUNITIES: A COMPREHENSIVE MODEL OF DRIVERS, OUTCOMES AND MODERATORS 2017A Model of Memorable Tourism Experience: The Effects on Satisfaction, Affective Commitment, and Storytelling 2017Consumer-brand relationships and brand loyalty in technology-mediated services

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Details

Year2010

Typearticle

Published2010-11-19

VenueJournal of Retailing and Consumer Services

ISSN-L0969-6989

Languageen

Citations262

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jretconser.2010.10.003

openalex_workW2010760330

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2020

Customer Advocacy: A Distinctive Form of Word of Mouth

2020Mobile banking service quality: a new avenue for customer value co-creation

2018Satisfaction, trust and loyalty: investigating the mediating effects of commitment, switching costs and corporate image

2020Antecedents of customer brand advocacy: a meta-analysis of the empirical evidence