Analysis of moderator variables: investigating the customer satisfaction-loyalty link

G. Walsh; M. Wunderlich; H. Evanschitzky

doi:10.1108/03090560810891109

Analysis of moderator variables: investigating the customer satisfaction-loyalty link

G. Walsh, M. Wunderlich, H. Evanschitzky

Marketing

Research output: Contribution to journal › Article

136 Citations (Scopus)

Abstract

Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker.

Original language	English
Pages (from-to)	977-1004
Number of pages	27
Journal	European Journal of Marketing
Volume	42
Issue number	9/10
DOIs	https://doi.org/10.1108/03090560810891109
Publication status	Published - 2008

Keywords

customer loyalty
customer satisfaction
service levels

Access to Document

10.1108/03090560810891109

http://dx.doi.org/10.1108/03090560810891109

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