Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach
- Title
- Effects of customer personal characteristics on the satisfaction-loyalty link: a multi-method approach
- Author
- 박정근
- Keywords
- Attitudinal brand loyalty; Satisfaction loyalty link; Multi-method approach; Customer relationship data
- Issue Date
- 2017-05
- Publisher
- SPRINGER HEIDELBERG
- Citation
- SERVICE BUSINESS, v. 11, no. 2, page. 279-297
- Abstract
- This study aims to examine the moderating effects of customer personal characteristics on the satisfaction-loyalty link in order to overcome potential response bias and common-method variance in the link by using both real-life purchasing behavior data and survey in a cross-method and panel data. Two separate data collection procedures dealt with survey and customer relationship management (CRM) data. A total of 391 members of restaurant loyalty program participated in the survey. Also, additional data were gathered on restaurant CRM. Data were analyzed using SEM and multi-group analysis. This study confirmed the nonlinear relationship between customer satisfaction and brand loyalty due to the significant moderating effects of customers' personal characteristics on subsequent stages of the link.
- URI
- https://link.springer.com/article/10.1007%2Fs11628-016-0308-3https://repository.hanyang.ac.kr/handle/20.500.11754/114192
- ISSN
- 1862-8516; 1862-8508
- DOI
- 10.1007/s11628-016-0308-3
- Appears in Collections:
- GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
- Files in This Item:
There are no files associated with this item.
- Export
- RIS (EndNote)
- XLS (Excel)
- XML