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Disloyalty: a closer look at non‐loyals
12 references·16 citing·51 second hop
Disloyalty: a closer look at non‐loyals (2000)Disloyalty: a closer look at non‐loyalsCustomer satisfaction and its consequences on customer behaviour revisited (1998)Customer satisfaction and its…The qualitative satisfaction model (1997)The qualitative satisfaction …Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships (1997)Reviving brand loyalty: A rec…Do Customer Loyalty Programs Really Work (1997)Do Customer Loyalty Programs …Consumer behaviour : advances and applications in marketing (1997)Consumer behaviour : advances…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectThe determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Patterns of Buyer Behavior: Regularities, Models, and Extensions (1995)Patterns of Buyer Behavior: R…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Managing Customer Relationshi…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Sustainable development in brand loyalty: Exploring the dynamics of corporate social responsibility, customer attitudes, and emotional contagion (2023)Sustainable development in br…Trust-Based Quality Culture Conceptual Model for Higher Education Institutions (2018)Trust-Based Quality Culture C…Consumer Satisfaction and Repurchase Intentions (2016)Consumer Satisfaction and Rep…Modeling antecedents of student loyalty in higher education (2012)Modeling antecedents of stude…Loyalty and or disloyalty to a search engine: the case of young Millennials (2012)Loyalty and or disloyalty to …Critical review of the e-loyalty literature: a purchase-centred framework (2012)Critical review of the e-loya…Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review (2011)Customer Loyalty, Repurchase …The Path of Patient Loyalty and the Role of Doctor Reputation (2009)The Path of Patient Loyalty a…Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents (2009)Customer Loyalty in Clusters:…Customer service in the retention of mobile phone users in Nigeria (2008)Customer service in the reten…Customer satisfaction and loyalty: start with the product, culminate with the brand (2008)Customer satisfaction and loy…A model of customer retention of dissatisfied business services customers (2007)A model of customer retention…The influence of familiarity and usability on loyalty to online journalistic services: The role of user experience (2006)The influence of familiarity …The Impact of Customer Relationship Management on Customer Loyalty: The Moderating Role of Web Site Characteristics (2006)The Impact of Customer Relati…Reoperationalising the Loyalty Framework (2005)Reoperationalising the Loyalt…Why customers stay: reasons and consequences of inertia in financial services (2004)Why customers stay: reasons a…A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre (2002)A Structural Model to Examine How Destination Image, Attitude, and Motivation Affect the Future Behavior of Tourists (2009)User-Generated Content as a Research Mode in Tourism and Hospitality Applications: Topics, Methods, and Software (2014)Self-Concept in Consumer Behavior: A Critical Review (1982)Building Strong Brands (1995)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Brand trust in the context of consumer loyalty (2001)Corporate branding and corporate brand performance (2001)Customer loyalty and customer loyalty programs (2003)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Strategic Management and Marketing in the Service Sector (1984)Putting the Service-Profit Chain to Work (1994)Understanding Relationship Marketing Outcomes (2002)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)The Nature and Determinants of Customer Expectations of Service (1993)A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour (2003)An index method for measurement of customer satisfaction (2004)Customer frustration in loyalty programs (2005)Developing Buyer-Seller Relationships (1987)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services (2000)Relationship quality as a predictor of B2B customer loyalty (2006)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Double Jeopardy Revisited (1990)Meaningful Brands from Meaningless Differentiation: The Dependence on Irrelevant Attributes (1994)The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France (2001)When Does Commitment Lead to Loyalty? (2003)"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
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References

  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
  • 1997Do Customer Loyalty Programs Really Work1,043 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 1997Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships677 cited
  • 1998Customer satisfaction and its consequences on customer behaviour revisited428 cited
  • 1997The qualitative satisfaction model274 cited
  • 1995Patterns of Buyer Behavior: Regularities, Models, and Extensions271 cited
  • 1997Consumer behaviour : advances and applications in marketing195 cited

Cited by

  • 2008Customer satisfaction and loyalty: start with the product, culminate with the brand137 cited
  • 2006The influence of familiarity and usability on loyalty to online journalistic services: The role of user experience126 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2004Why customers stay: reasons and consequences of inertia in financial services124 cited
  • 2018Trust-Based Quality Culture Conceptual Model for Higher Education Institutions111 cited
  • 2012Critical review of the e-loyalty literature: a purchase-centred framework104 cited
  • 2011Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review100 cited
  • 2007A model of customer retention of dissatisfied business services customers99 cited
  • 2008Customer service in the retention of mobile phone users in Nigeria95 cited
  • 2009Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents93 cited
  • 2016Consumer Satisfaction and Repurchase Intentions70 cited
  • 2006The Impact of Customer Relationship Management on Customer Loyalty: The Moderating Role of Web Site Characteristics70 cited
  • 2005Reoperationalising the Loyalty Framework59 cited
  • 2023Sustainable development in brand loyalty: Exploring the dynamics of corporate social responsibility, customer attitudes, and emotional contagion58 cited
  • 2009The Path of Patient Loyalty and the Role of Doctor Reputation58 cited
  • 2012Loyalty and or disloyalty to a search engine: the case of young Millennials56 cited
  • 2012Modeling antecedents of student loyalty in higher education50 cited