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Total Quality Management Volume 11, 2000 - Issue 4-6
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Original Articles

The relationship between customer satisfaction and loyalty: Cross-industry differences

Lars Gronholdt
,
Anne Martensen
&
Kai Kristensen
Pages 509-514 | Published online: 25 Aug 2010

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Wanwisa Paisri, Chutima Ruanguttamanun & Narissara Sujchaphong. (2022) Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand. Cogent Business & Management 9:1.
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Daly Paulose & Ayesha Shakeel. (2022) Perceived Experience, Perceived Value and Customer Satisfaction as Antecedents to Loyalty among Hotel Guests. Journal of Quality Assurance in Hospitality & Tourism 23:2, pages 447-481.
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Michelle Frempomaa Frempong, Yinping Mu, Stephen Sarfo Adu-Yeboah, Md Altab Hossin & Richard Amoako. (2022) Corporate sustainability and customer loyalty: The role of firm’s green image. Journal of Psychology in Africa 32:1, pages 54-60.
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Chen Lou & Quan Xie. (2021) Something social, something entertaining? How digital content marketing augments consumer experience and brand loyalty. International Journal of Advertising 40:3, pages 376-402.
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Dian Palupi Restuputri, Tri Ratna Indriani & Ilyas Masudin. (2021) The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & Management 8:1.
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Ala’ Omar Dandis, Len Tiu Wright, Donna Marie Wallace-Williams, Ibrahim Mukattash, Mohammad Al Haj Eid & Helen (Huifen) Cai. (2021) Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction. Cogent Business & Management 8:1.
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Amira Trabelsi-Zoghlami, Sarra Berraies & Karim Ben Yahia. (2020) Service quality in a mobile-banking-applications context: do users’ age and gender matter?. Total Quality Management & Business Excellence 31:15-16, pages 1639-1668.
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Wen-Jung Chang, Shu-Hsien Liao, Yu-Chun Chung & Hung-Pin Chen. (2020) Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management & Business Excellence 31:9-10, pages 1077-1097.
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Ping-Lung Huang, Bruce C.Y. Lee & Ching-Chin Chen. (2019) The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence 30:13-14, pages 1449-1465.
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Ioannis N. Metaxas, Prodromos D. Chatzoglou & Dimitrios E. Koulouriotis. (2019) Proposing a new modus operandi for sustainable business excellence: the case of Greek hospitality industry. Total Quality Management & Business Excellence 30:5-6, pages 499-524.
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Petr Suchánek & Maria Králová. (2019) Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic Research-Ekonomska Istraživanja 32:1, pages 1237-1255.
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Manuel E. Sansalvador & José M. Brotons. (2018) Development of a quantification model for the cost of loss of image with customer complaints. Total Quality Management & Business Excellence 29:13-14, pages 1633-1647.
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Valeriya Shapoval, Kevin S. Murphy & Denver Severt. (2018) Does service quality really matter at Green restaurants for Millennial consumers? The moderating effects of gender between loyalty and satisfaction. Journal of Foodservice Business Research 21:6, pages 591-609.
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Bong-ihn Seok, Man-pil Han & Joon-ho Kim. (2018) Knowledge and quality-management activities’ influences on technology communication and innovation with African foreign investment experience. Journal of Psychology in Africa 28:4, pages 310-315.
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Nien-Te Kuo, Yi-Sung Cheng, Kuo-Chien Chang & Shih-Ming Hu. (2018) Assessing the asymmetric impact of interpretation environment service quality on museum visitor experience and post-visit behavioral intentions: a case study of the National Palace Museum. Asia Pacific Journal of Tourism Research 23:7, pages 714-733.
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Hung-Che Wu, Ching-Chan Cheng & Chi-Han Ai. (2018) An empirical analysis of green switching intentions in the airline industry. Journal of Environmental Planning and Management 61:8, pages 1438-1468.
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Kwame Simpe Ofori, Kwabena Boakye & Bedman Narteh. (2018) Factors influencing consumer loyalty towards 3G mobile data service providers: evidence from Ghana. Total Quality Management & Business Excellence 29:5-6, pages 580-598.
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Ismaiel Abuamoud, Amal Ibrahim & Ramzi Mahmoud Alrousan. (2018) Measuring Tourists' Satisfaction and Loyalty: A Perception Approach. Quality Management Journal 25:2, pages 101-107.
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Tsuang Kuo, Chih Ta Chen & Wan Jung Cheng. (2018) Service quality evaluation: moderating influences of first-time and revisiting customers. Total Quality Management & Business Excellence 29:3-4, pages 429-440.
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Marko Kukanja, Doris Gomezelj Omerzel & Borut Kodrič. (2017) Ensuring restaurant quality and guests’ loyalty: an integrative model based on marketing (7P) approach. Total Quality Management & Business Excellence 28:13-14, pages 1509-1525.
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Kum Fai Yuen & Vinh Thai. (2017) Service quality appraisal: a study of interactions. Total Quality Management & Business Excellence 28:7-8, pages 730-745.
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Weng-Kun Liu, Yueh-Shian Lee & Li-Mei Hung. (2017) The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research 20:2, pages 146-162.
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Kum Fai Yuen & Vinh V. Thai. (2017) Corporate social responsibility and service quality provision in shipping firms: financial synergies or trade-offs?. Maritime Policy & Management 44:1, pages 131-146.
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Stefan F. Bernritter, Annemijn C. Loermans, Peeter W.J. Verlegh & Edith G. Smit. (2017) ‘We’ are more likely to endorse than ‘I’: the effects of self-construal and brand symbolism on consumers’ online brand endorsements. International Journal of Advertising 36:1, pages 107-120.
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Chun-Ju Li & Shin-Yi Lin. (2016) The service satisfaction of jazz festivals in structural equation modeling under conditions of value and loyalty. Journal of Convention & Event Tourism 17:4, pages 266-293.
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Hui-Chen Chang & Po-Yueh Chiu. (2016) Innovative marketing in professional baseball teams. The Service Industries Journal 36:11-12, pages 576-594.
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Naeyhun (Paul) Jin, Nathaniel D. Line & Jerusalem Merkebu. (2016) The Impact of Brand Prestige on Trust, Perceived Risk, Satisfaction, and Loyalty in Upscale Restaurants. Journal of Hospitality Marketing & Management 25:5, pages 523-546.
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Kum Fai Yuen, Vinh V. Thai & Yiik Diew Wong. (2016) Are customers willing to pay for corporate social responsibility? A study of individual-specific mediators. Total Quality Management & Business Excellence 27:7-8, pages 912-926.
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Chun-Mei Chen & Bao-Yi Ann. (2016) Efficiencies vs. importance-performance analysis for the leading smartphone brands of Apple, Samsung and HTC. Total Quality Management & Business Excellence 27:3-4, pages 227-249.
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Edmundas Jasinskas, Dalia Streimikiene, Biruta Svagzdiene & Arturas Simanavicius. (2016) Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja 29:1, pages 559-572.
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Chih-Chin Liang & Wu Pei-Ching. (2015) Internet-banking customer analysis based on perceptions of service quality in Taiwan. Total Quality Management & Business Excellence 26:5-6, pages 550-568.
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Ana Rosa Del Águila-Obra, Antonio Padilla-Meléndez & Rami M.O.O. Al-dweeri. (2013) The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction. Total Quality Management & Business Excellence 24:9-10, pages 1111-1123.
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Sheng-Hsun Hsu, Meng-Huan Tsai & Yu-Che Wang. (2013) Developing a decomposed customer satisfaction index: An example of the boutique motel industry. Total Quality Management & Business Excellence 24:9-10, pages 1124-1140.
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CoreyM. Angst, Sarv Devaraj & John D'Arcy. (2012) Dual Role of IT-Assisted Communication in Patient Care: A Validated Structure-Process-Outcome Framework. Journal of Management Information Systems 29:2, pages 257-292.
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Shu-Man You, Ming-Hsun Tseng, Chun-Chang Lee & Ming-Tsann Chen. (2012) An examination of service quality in a real estate advertising sales agents–formal control mechanism as a moderator. Journal of Information and Optimization Sciences 33:2-3, pages 321-348.
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Sang M. Lee, DonHee Lee & Chang-Yuil Kang. (2012) The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty. The Service Industries Journal 32:1, pages 17-36.
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Gulimire Abulaiti, Björn Frank, Takao Enkawa & ShaneJ. Schvaneveldt. (2011) How Should Foreign Retailers Deal With Chinese Consumers? A Cross-National Comparison of the Formation of Customer Satisfaction. Journal of Marketing Channels 18:4, pages 353-373.
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Oktay Emir & Sinan Saraçli. (2011) Determinants of customer satisfaction with thermal hotels. Anatolia 22:1, pages 56-68.
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Devashish Das Gupta & Atul Sharma. (2009) Customer Loyalty and Approach of Service Providers: An Empirical Study of Mobile Airtime Service Industry in India. Services Marketing Quarterly 30:4, pages 342-364.
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Shu-Ping Lin, Ya-Hui Chan & Ming-Chun Tsai. (2009) A transformation function corresponding to IPA and gap analysis. Total Quality Management & Business Excellence 20:8, pages 829-846.
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Shayne Silcox & Geoffrey N. Soutar. (2009) Patrons' intentions to continue using a recreation centre: a suggested model. Managing Leisure 14:3, pages 177-194.
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RachelW.Y. Yee, AndyC.L. Yeung, T. C. Edwin Cheng & Kee-Hung Lai. (2009) The service-profit chain: A review and extension. Total Quality Management & Business Excellence 20:6, pages 617-632.
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Ching-Chow Yang, King-Jang Yang, Tsu-Ming Yeh & Fan-Yun Pai. (2009) Methods for determining areas for improvement based on the design of customer surveys. The Service Industries Journal 29:2, pages 143-154.
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Jui-Min Li, Jen-Shou Yang & Hsin-Hsi Wu. (2008) Improving service quality and organisation performance through human resource practices. A case study. Total Quality Management & Business Excellence 19:9, pages 969-985.
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Yew-Wing Lee & Steven Bellman. (2008) An Augmented Model of Customer Loyalty for Organizational Purchasing of Financial Services. Journal of Business-to-Business Marketing 15:3, pages 290-322.
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Miao-Que Lin, Li-Shia Huang & Yi-Fang Chiang. (2008) The moderating effects of gender roles on service emotional contagion. The Service Industries Journal 28:6, pages 755-767.
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Sheng-Hsun Hsu & Yu-Che Wang. (2008) The development and empirical validation of the Employee Satisfaction Index model. Total Quality Management & Business Excellence 19:4, pages 353-366.
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Ayman Ahmed Ezzat Othman. (2007) Generating Sustainable Values and Achieving Client Satisfaction in Construction Projects through Maintenance Management: The Case of Housing Projects in Abu Dhabi, United Arab Emirates. Architectural Engineering and Design Management 3:3, pages 145-159.
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Sheng-Hsun Hsu, Wun-Hwa Chen & Jung-Tang Hsueh. (2006) Application of customer satisfaction study to derive customer knowledge. Total Quality Management & Business Excellence 17:4, pages 439-454.
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Sheng-Hsun Hsu, Wun-hwa Chen & Ming-jyh Hsieh. (2006) Robustness testing of PLS, LISREL, EQS and ANN-based SEM for measuring customer satisfaction. Total Quality Management & Business Excellence 17:3, pages 355-372.
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ChasD. Koermer & LindaL. McCroskey. (2006) Sociality Communication: Its Influence on Customer Loyalty with the Service Provider and Service Organization. Communication Quarterly 54:1, pages 53-65.
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I-Ming Wang, Chich-Jen Shieh & Juimin Hsiao. (2005) The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry. Journal of Information and Optimization Sciences 26:2, pages 371-384.
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AllanR. Miller & WilliamF. Grazer. (2003) Complaint Behavior as a Factor in Cruise Line Losses. Journal of Travel & Tourism Marketing 15:1, pages 77-91.
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Torben Hansen. (2002) The Effect of Physical Surroundings in Usage Situations on Consumer Perception of Food Quality and on Consumer Emotions. Journal of International Consumer Marketing 15:1, pages 31-51.
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