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Customer loyalty to one service worker: Should it be discouraged? · Study

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ArticleCustomer loyalty to one service worker: Should it be discouraged?

Liliana L. Bove2006

Article2006

Customer loyalty to one service worker: Should it be discouraged?

Liliana L. Bove · Lester W. Johnson

140 citations·0/0 files stored·International Journal of Research in Marketing

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Service and Product Innovation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 1988Structural equation modeling in practice: A review and recommended two-step approach.1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1995AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS.1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1996Structural Equation Modeling: Concepts, Issues, and Applications.

Cited by

2020Customer Advocacy: A Distinctive Form of Word of Mouth 2008Reciprocity as a key stabilizing norm of interpersonal marketing relationships: Scale development and validation 2008Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction 2014Customer value and customer loyalty: Is competition a missing link?2015Employee Emotional Competence

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Details

Year2006

Typearticle

Published2006-03-01

VenueInternational Journal of Research in Marketing

ISSN-L0167-8116

Languageen

Citations140

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijresmar.2006.01.007

openalex_workW2056750367

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2009The impact of sales encounters on brand loyalty

2013Influence of personality traits on perceived relationship quality within a franchisee‐franchisor context

2012The Effect of Customer Trust on Customer Loyalty and Customer Retention: A Moderating Role of Cause Related Marketing