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

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.

Language	English
Pages	977-1004
Number of pages	27
Journal	European Journal of Marketing
Volume	42
Issue number	9/10
DOIs	10.1108/03090560810891109
Publication status	Published - 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. (2008). Analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004. https://doi.org/10.1108/03090560810891109

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.

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Walsh, G, Wunderlich, M & Evanschitzky, H 2008, 'Analysis of moderator variables: investigating the customer satisfaction-loyalty link' European Journal of Marketing, vol. 42, no. 9/10, pp. 977-1004. https://doi.org/10.1108/03090560810891109

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 journal › Article

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AU - Wunderlich, M.

AU - Evanschitzky, H.

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KW - service levels

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