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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
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