Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship

Qiuying Zheng; Tang Yao; Lin Mu; Xiucheng Fan

doi:10.1109/ICMSS.2011.5998705

Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship

Qiuying Zheng^*
, Tang Yao
, Lin Mu
, Xiucheng Fan

^*Corresponding author for this work

School of Economics and Management

Beijing University of Chinese Medicine
Tianjin University of Finance and Economics
Fudan University

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Scopus citations

Abstract

Customer satisfaction (CS) gains lots of attention since it is believed to bring loyalty. However, are satisfied customers always loyal? Using meta-analytical method and based on 27 studies published from 1980 to 2007, we construct the moderators of CS-loyalty relationship model in four dimensions: cultural context, economic development, industry background and research method; and then put forward the related hypotheses. It is found that the CS-loyalty relationship is stronger in the countries, where individualism, uncertainty avoidance and masculinity are higher, as well as in the industry with high involvement. Furthermore, it suggests that the CS-loyalty relationship is stronger when satisfaction is evaluated by single-item measures than multi-item measures.

Original language	English
Title of host publication	International Conference on Management and Service Science, MASS 2011
DOIs	https://doi.org/10.1109/ICMSS.2011.5998705
State	Published - 2011
Event	International Conference on Management and Service Science, MASS 2011 - Wuhan, China Duration: 12 Aug 2011 → 14 Aug 2011

Publication series

Name	International Conference on Management and Service Science, MASS 2011

Conference

Conference	International Conference on Management and Service Science, MASS 2011
Country/Territory	China
City	Wuhan
Period	12/08/11 → 14/08/11

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth

Keywords

Customer satisfaction (CS)
Loyalty
Meta-Analysis
Moderators

Access to Document

10.1109/ICMSS.2011.5998705

Cite this

Zheng, Q., Yao, T., Mu, L., & Fan, X. (2011). Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship. In International Conference on Management and Service Science, MASS 2011 Article 5998705 (International Conference on Management and Service Science, MASS 2011). https://doi.org/10.1109/ICMSS.2011.5998705

@inproceedings{24400fac31b242a39a8f0c84b9c582ad,

title = "Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship",

abstract = "Customer satisfaction (CS) gains lots of attention since it is believed to bring loyalty. However, are satisfied customers always loyal? Using meta-analytical method and based on 27 studies published from 1980 to 2007, we construct the moderators of CS-loyalty relationship model in four dimensions: cultural context, economic development, industry background and research method; and then put forward the related hypotheses. It is found that the CS-loyalty relationship is stronger in the countries, where individualism, uncertainty avoidance and masculinity are higher, as well as in the industry with high involvement. Furthermore, it suggests that the CS-loyalty relationship is stronger when satisfaction is evaluated by single-item measures than multi-item measures.",

keywords = "Customer satisfaction (CS), Loyalty, Meta-Analysis, Moderators",

author = "Qiuying Zheng and Tang Yao and Lin Mu and Xiucheng Fan",

year = "2011",

doi = "10.1109/ICMSS.2011.5998705",

language = "英语",

isbn = "9781424465811",

series = "International Conference on Management and Service Science, MASS 2011",

booktitle = "International Conference on Management and Service Science, MASS 2011",

note = "International Conference on Management and Service Science, MASS 2011 ; Conference date: 12-08-2011 Through 14-08-2011",

}

Zheng, Q, Yao, T, Mu, L & Fan, X 2011, Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship. in International Conference on Management and Service Science, MASS 2011., 5998705, International Conference on Management and Service Science, MASS 2011, International Conference on Management and Service Science, MASS 2011, Wuhan, China, 12/08/11. https://doi.org/10.1109/ICMSS.2011.5998705

Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship. / Zheng, Qiuying; Yao, Tang; Mu, Lin et al.
International Conference on Management and Service Science, MASS 2011. 2011. 5998705 (International Conference on Management and Service Science, MASS 2011).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship

AU - Zheng, Qiuying

AU - Yao, Tang

AU - Mu, Lin

AU - Fan, Xiucheng

PY - 2011

Y1 - 2011

N2 - Customer satisfaction (CS) gains lots of attention since it is believed to bring loyalty. However, are satisfied customers always loyal? Using meta-analytical method and based on 27 studies published from 1980 to 2007, we construct the moderators of CS-loyalty relationship model in four dimensions: cultural context, economic development, industry background and research method; and then put forward the related hypotheses. It is found that the CS-loyalty relationship is stronger in the countries, where individualism, uncertainty avoidance and masculinity are higher, as well as in the industry with high involvement. Furthermore, it suggests that the CS-loyalty relationship is stronger when satisfaction is evaluated by single-item measures than multi-item measures.

AB - Customer satisfaction (CS) gains lots of attention since it is believed to bring loyalty. However, are satisfied customers always loyal? Using meta-analytical method and based on 27 studies published from 1980 to 2007, we construct the moderators of CS-loyalty relationship model in four dimensions: cultural context, economic development, industry background and research method; and then put forward the related hypotheses. It is found that the CS-loyalty relationship is stronger in the countries, where individualism, uncertainty avoidance and masculinity are higher, as well as in the industry with high involvement. Furthermore, it suggests that the CS-loyalty relationship is stronger when satisfaction is evaluated by single-item measures than multi-item measures.

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KW - Loyalty

KW - Meta-Analysis

KW - Moderators

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DO - 10.1109/ICMSS.2011.5998705

M3 - 会议稿件

AN - SCOPUS:80052877154

SN - 9781424465811

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ER -

Are satisfied customers always loyal? - A meta-analytic review and assessment of moderators of customer satisfaction-loyalty relationship

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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