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

G. Walsh, M. Wunderlich, H. Evanschitzky

Research output: Contribution to journalArticle

120 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.
LanguageEnglish
Pages977-1004
Number of pages27
JournalEuropean Journal of Marketing
Volume42
Issue number9/10
DOIs
Publication statusPublished - 2008

Fingerprint

Loyalty
Moderator variables
Customer satisfaction
Customer loyalty
Empirical evidence
Moderator

Keywords

  • customer loyalty
  • customer satisfaction
  • service levels

Cite this

Walsh, G. ; Wunderlich, M. ; Evanschitzky, H. / Analysis of moderator variables: investigating the customer satisfaction-loyalty link. In: European Journal of Marketing. 2008 ; Vol. 42, No. 9/10. pp. 977-1004.
@article{ba6c3d21a3a74f929818f455e3183de6,
title = "Analysis of moderator variables: investigating the customer satisfaction-loyalty link",
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.",
keywords = "customer loyalty, customer satisfaction, service levels",
author = "G. Walsh and M. Wunderlich and H. Evanschitzky",
year = "2008",
doi = "10.1108/03090560810891109",
language = "English",
volume = "42",
pages = "977--1004",
journal = "European Journal of Marketing",
issn = "0309-0566",
publisher = "Emerald Publishing Limited",
number = "9/10",

}

Analysis of moderator variables: investigating the customer satisfaction-loyalty link. / Walsh, G.; Wunderlich, M.; Evanschitzky, H.

In: European Journal of Marketing, Vol. 42, No. 9/10, 2008, p. 977-1004.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Analysis of moderator variables: investigating the customer satisfaction-loyalty link

AU - Walsh, G.

AU - Wunderlich, M.

AU - Evanschitzky, H.

PY - 2008

Y1 - 2008

N2 - 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.

AB - 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.

KW - customer loyalty

KW - customer satisfaction

KW - service levels

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

U2 - 10.1108/03090560810891109

DO - 10.1108/03090560810891109

M3 - Article

VL - 42

SP - 977

EP - 1004

JO - European Journal of Marketing

T2 - European Journal of Marketing

JF - European Journal of Marketing

SN - 0309-0566

IS - 9/10

ER -