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

G. Walsh, M. Wunderlich, H. Evanschitzky

Research output: Contribution to journalArticle

125 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 languageEnglish
Pages (from-to)977-1004
Number of pages27
JournalEuropean Journal of Marketing
Volume42
Issue number9/10
DOIs
Publication statusPublished - 2008

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Keywords

  • customer loyalty
  • customer satisfaction
  • service levels

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