810
Views
22
CrossRef citations to date
0
Altmetric
Original Articles

An integrated model of customer loyalty: an empirical examination in retailing practice

, &
Pages 267-280 | Received 30 Oct 2007, Published online: 06 May 2009

References

  • Ailawadi , K. , Farris , P. and Parry , M. 1997 . Explaining variations in the advertising and promotional costs/sales ration: A rejoinder . Journal of Marketing , 61 ( 1 ) : 93 – 96 .
  • Ajzen , I. and Fishbein , M. 1980 . Understanding attitudes and predicting social behaviour , Englewood Cliffs , NJ : Prentice-Hall .
  • Anderson , E. W. and Sullivan , M. 1993 . The antecedents and consequences of customer satisfaction for firms . Marketing Science , 12 ( 2 ) : 125 – 143 .
  • Bagozzi , R. P. and Baumgartner , H. 1994 . “ The evaluation of structural equation models and hypothesis testing ” . In Principles of marketing research , Edited by: Bagozzi , R. P. 386 – 422 . Cambridge , MA : Blackwell .
  • Bagozzi , R. P. and Yi , Y. 1988 . On the evaluation of structural equation models . Journal of the Academy of Marketing Science , 16 ( 1 ) : 74 – 94 .
  • Bennett , R. and Rundle-Thiele , S. 2002 . A comparison of attitudinal loyalty measurement approaches . Journal of Brand Management , 9 ( 3 ) : 193 – 209 .
  • Bentler , P. 1990 . Comparative fit indexes in structural models . Psychological Bulletin , 107 ( 2 ) : 238 – 246 .
  • Berman , B. and Evans , J. R. 2004 . Retailing management , 9 , New York : Macmillan Publishing .
  • Bhote , K. R. 1996 . Beyond customer satisfaction to customer loyalty , New York : American Management Association .
  • Brady , M. K. and Cronin , J. J. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 ( 3 ) : 34 – 39 .
  • Buzzell , R. D. and Gale , B. T. 1987 . The PIMS principles: Linking strategy to performance , New York : The Free Press .
  • Chaudhuri , A. and Holbrook , M. B. 2001 . The chain of effects from brand trust and brand affect to brand performance . Journal of Marketing , 65 ( 2 ) : 81 – 93 .
  • Churchill , G. A. and Surprenant , C. 1982 . An investigation into the determinants of customer satisfaction . Journal of Marketing Research , 19 ( 4 ) : 491 – 504 .
  • Dabholkar , P. A. , Thorpe , D. I. and Rentz , J. O. 1996 . A measure of service quality for retail stores: Scale development and validation . Journal of Academy of Marketing Science , 24 ( 1 ) : 3 – 16 .
  • Davis , S. J. , Inman , J. and McAlister , L. 1992 . Promotion has a negative effect on brand evaluations – or does it? Additional disconfirming evidence . Journal of Marketing Research , 29 ( 1 ) : 143 – 148 .
  • Day , G. S. 1969 . A two-dimensional concept of brand loyalty . Journal of Advertising Research , 9 ( 3 ) : 29 – 35 .
  • Dick , A. S. and Basu , K. 1994 . Customer loyalty: Toward an integrated conceptual framework . Journal of Academy of Marketing Science , 22 ( 2 ) : 99 – 113 .
  • Dodson , A. , Tybout , A. and Sternthal , B. 1978 . The impact of deals and deal retraction on brand switching . Journal of Marketing Research , 15 ( 1 ) : 72 – 81 .
  • Engel , J. F. , Blackwell , R. D. and Miniard , P. W. 1990 . Consumer behaviour , 6 , New York : Rinehart and Winston .
  • Fishbein , M. and Ajzen , I. 1975 . Beliefs, attitude, intentions and behaviour: An introduction to theory and research , Reading , MA : Addison-Wesley .
  • Fisk , R. P. , Brown , S. W. and Bitner , M. J. 1993 . Tracking the evolution of the service marketing literature . Journal of Retailing , 69 ( 1 ) : 61 – 103 .
  • Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 ( 1 ) : 39 – 50 .
  • Foxall , G. , Goldsmith , R. and Brown , S. 1998 . Consumer psychology for marketing , 2 , London : International Thomson Business Press .
  • Garbarino , E. and Johnson , M. S. 1999 . The different roles of satisfaction, trust, and commitment in customer relationships . Journal of Marketing , 63 ( 2 ) : 70 – 87 .
  • Gorn , G. J. 1982 . The effects of music in advertising on choice behaviour: A classical conditioning approach . Journal of Marketing , 46 ( 1 ) : 94 – 101 .
  • Griffin , J. 1995 . Customer loyalty: How to earn it, how to keep it , New York : The Free Press .
  • Gronroos , C. 1984 . A service quality model and its marketing implications . European Journal of Marketing , 18 ( 4 ) : 36 – 44 .
  • Homburg , C. , Koschate , N. and Hoyer , W. D. 2005 . Do satisfied customers really play more? A study of the relationship between customer satisfaction and willingness to pay . Journal of Marketing , 69 ( 2 ) : 84 – 96 .
  • Howard , J. A. and Sheth , J. N. 1969 . The theory of buyer behaviour , New York : John Wiley & Sons .
  • Hughes , A. M. 2003 . The customer loyalty solution , New York : McGraw-Hill .
  • Low , G. S. and Mohr , J. J. 2000 . Advertising versus sales promotion: A brand management perspective . Journal of Product and Brand Management , 9 ( 6 ) : 389 – 414 .
  • Mackintosh , N. J. 1983 . Conditioning and associative learning , New York : Oxford University Press .
  • Meyer , R. J. 1987 . The learning of multiattribute judgment policies . Journal of Consumer Research , 14 ( 2 ) : 155 – 173 .
  • Neslin , S. A. and Shoemaker , R. W. 1989 . An alternative explanation for lower repeat rates following promotion purchases . Journal of Marketing Research , 26 ( 2 ) : 205 – 213 .
  • Nord , W. R. and Peter , J. P. 1980 . A behaviour modification perspective on marketing . Journal of Marketing , 44 ( 2 ) : 36 – 47 .
  • Nunnally , J. C. 1978 . Introduction to psychological measurement , New York : McGraw-Hill .
  • O’Brien , L. and Jones , C. 1995 . Do rewards really create loyalty? . Harvard Business Review , 28 ( 4 ) : 75 – 82 .
  • Oliver , R. L. 1997 . Satisfaction: A behavioural perspective on the consumer , New York : McGraw-Hill .
  • Oliver , R. L. 1999 . Whence consumer loyalty? [Special issue] . Journal of Marketing , 63 ( 4 ) : 33 – 44 .
  • Parasuraman , A. , Zeithmal , V. A. and Berry , L. L. 1988 . SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( 1 ) : 12 – 37 .
  • Petty , R. E. and Cacioppo , J. T. 1986 . “ The elaboration likelihood model of persuasion ” . In Advances in experimental social psychology , Edited by: Berkowitz , L. 123 – 205 . New York : Academic Press .
  • Raghubir , P. 2004 . Free gift with purchase: Promoting or discounting the brand? . Journal of Consumer Psychology , 14 ( 1&2 ) : 181 – 186 .
  • Reichheld , F. F. and Schefter , P. 2000 . E-loyalty: Your secret weapon on the web . Harvard Business Review , 78 ( 4 ) : 105 – 113 .
  • Reichheld , F. F. and Teal , T. 1996 . The loyalty effect , Boston : Harvard Business School Press .
  • Rothschild , M. L. and Gaidis , W. C. 1981 . Behavioural learning theory: Its relevance to marketing and promotions . Journal of Marketing , 45 ( 2 ) : 70 – 78 .
  • Rust , R. T. and Oliver , R. L. 1994 . “ Service quality: Insights and managerial implications from the frontier ” . In Service quality: New directions in theory and practice , Edited by: Rust , R. T. and Oliver , R. L. 1 – 19 . Thousand Oaks , CA : Sage .
  • Saegert , J. and Young , R. K. 1981 . Comparison of effects of repetition and levels of processing in memory for advertisements . Advances in Consumer Research , 9 : 431 – 434 .
  • Schiffman , L. G. and Kanuk , L. L. 2003 . Consumer behavior , 8 , Upper Saddle River , NJ : Prentice Hall .
  • Sharp , B. and Sharp , A. 1997 . Loyalty programs and their impact on repeat-purchase loyalty patterns . International Journal of Research in Marketing , 14 ( 5 ) : 473 – 486 .
  • Shi , Y. Z. , Cheung , K. M. and Prendergast , G. 2005 . Behavioural response to sales promotion tools . International Journal of Advertising , 24 ( 4 ) : 467 – 486 .
  • Shimp , T. A. 1991 . “ Neo-Pavlovian conditioning and its implications for consumer theory and research ” . In Handbook of consumer behaviour , Edited by: Robertson , T. S. and Kassarjian , H. H. 162 – 187 . Englewood Cliffs , NJ : Prentice-Hall .
  • Sirohi , N. E. , McLaughlin , W. and Wittink , D. R. 1998 . A model of consumer perceptions and store loyalty intensions for a supermarket retailer . Journal of Retailing , 74 ( 2 ) : 223 – 245 .
  • Sivadas , E. and Baker-Prewitt , J. 2000 . An examination of the relationship between service quality, customer satisfaction, and store loyalty . International Journal of Retail & Distribution Management , 28 ( 2 ) : 73 – 82 .
  • Skinner , B. F. 1953 . Science and human behaviour , New York : Free Press .
  • Spangenberg , E. R. , Crowley , A. E. and Henderson , P. W. 1996 . Improving the store environment: Do olfactory cues affect evaluations and behaviors? . Journal of Marketing , 60 ( 2 ) : 67 – 80 .
  • Steiger , J. H. 1989 . EZPATH: A supplementary module for SYSTAT and SYSGRAPH , Evanston , IL : SYSTAT .
  • Strang , R. A. 1976 . Sales promotion – fast growth, faulty management . Harvard Business Review , 54 ( 4 ) : 115 – 124 .
  • Stuart , E. , Shimp , T. and Engle , R. 1987 . Classical conditioning of consumer attitudes: Four experiments in an advertising context . Journal of Consumer Research , 14 ( 3 ) : 334 – 349 .
  • Webster , F. E. Jr. 1992 . The changing role of marketing in the corporation . Journal of Marketing , 56 ( 4 ) : 1 – 17 .
  • Wener , R. E. 1985 . “ The environmental psychology of service encounters ” . In The service encounter: Managing employee/customer interaction in service business , Edited by: Czepiel , J. , Solomon , M. and Surprenant , C. 101 – 112 . Lexington , MA : Lexington Books .
  • Widrick , S. 1986 . Concept of negative reinforcement has a place in marketing classroom . Marketing News , 20 ( 15 ) : 48 – 49 .
  • Zeithaml , V. A. 1988 . Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence . Journal of Marketing , 52 ( 3 ) : 2 – 22 .
  • Zikmund , W. G. , McLeod , R. Jr. and Gibert , F. W. 2003 . Customer relationship management , New York : John Wiley & Sons .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.