Does satisfaction really influence loyalty? - Based on meta-analysis

Lin Mu; Qiuying Zheng; Tang Yao

doi:10.1109/ICMSS.2010.5577234

Does satisfaction really influence loyalty? - Based on meta-analysis

Lin Mu^*
, Qiuying Zheng
, Tang Yao

^*Corresponding author for this work

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

Abstract

In the past decades, satisfaction dominant logic gained widely acceptance in both marketing practice and research because it is naturally believed to influence loyalty. However, can satisfaction really bring loyalty? Using meta-analytical method and based on 85 quantitative studies from 1980 to 2007, this research finds that although satisfaction affects composite loyalty, the effect of satisfaction on behavioral loyalty is not salient as that on attitudinal ones.

Original language	English
Title of host publication	2010 International Conference on Management and Service Science, MASS 2010
DOIs	https://doi.org/10.1109/ICMSS.2010.5577234
State	Published - 2010
Externally published	Yes
Event	2010 International Conference on Management and Service Science, MASS 2010 - Wuhan, China Duration: 24 Aug 2010 → 26 Aug 2010

Publication series

Name	2010 International Conference on Management and Service Science, MASS 2010

Conference

Conference	2010 International Conference on Management and Service Science, MASS 2010
Country/Territory	China
City	Wuhan
Period	24/08/10 → 26/08/10

Keywords

Loyalty
Meta-analysis
Satisfaction

Access to Document

10.1109/ICMSS.2010.5577234

Cite this

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title = "Does satisfaction really influence loyalty? - Based on meta-analysis",

abstract = "In the past decades, satisfaction dominant logic gained widely acceptance in both marketing practice and research because it is naturally believed to influence loyalty. However, can satisfaction really bring loyalty? Using meta-analytical method and based on 85 quantitative studies from 1980 to 2007, this research finds that although satisfaction affects composite loyalty, the effect of satisfaction on behavioral loyalty is not salient as that on attitudinal ones.",

keywords = "Loyalty, Meta-analysis, Satisfaction",

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

year = "2010",

doi = "10.1109/ICMSS.2010.5577234",

language = "英语",

isbn = "9781424453269",

series = "2010 International Conference on Management and Service Science, MASS 2010",

booktitle = "2010 International Conference on Management and Service Science, MASS 2010",

note = "2010 International Conference on Management and Service Science, MASS 2010 ; Conference date: 24-08-2010 Through 26-08-2010",

}

Mu, L, Zheng, Q & Yao, T 2010, Does satisfaction really influence loyalty? - Based on meta-analysis. in 2010 International Conference on Management and Service Science, MASS 2010., 5577234, 2010 International Conference on Management and Service Science, MASS 2010, 2010 International Conference on Management and Service Science, MASS 2010, Wuhan, China, 24/08/10. https://doi.org/10.1109/ICMSS.2010.5577234

Does satisfaction really influence loyalty? - Based on meta-analysis. / Mu, Lin; Zheng, Qiuying; Yao, Tang.
2010 International Conference on Management and Service Science, MASS 2010. 2010. 5577234 (2010 International Conference on Management and Service Science, MASS 2010).

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

TY - GEN

T1 - Does satisfaction really influence loyalty? - Based on meta-analysis

AU - Mu, Lin

AU - Zheng, Qiuying

AU - Yao, Tang

PY - 2010

Y1 - 2010

N2 - In the past decades, satisfaction dominant logic gained widely acceptance in both marketing practice and research because it is naturally believed to influence loyalty. However, can satisfaction really bring loyalty? Using meta-analytical method and based on 85 quantitative studies from 1980 to 2007, this research finds that although satisfaction affects composite loyalty, the effect of satisfaction on behavioral loyalty is not salient as that on attitudinal ones.

AB - In the past decades, satisfaction dominant logic gained widely acceptance in both marketing practice and research because it is naturally believed to influence loyalty. However, can satisfaction really bring loyalty? Using meta-analytical method and based on 85 quantitative studies from 1980 to 2007, this research finds that although satisfaction affects composite loyalty, the effect of satisfaction on behavioral loyalty is not salient as that on attitudinal ones.

KW - Loyalty

KW - Meta-analysis

KW - Satisfaction

UR - https://www.scopus.com/pages/publications/78649439061

U2 - 10.1109/ICMSS.2010.5577234

DO - 10.1109/ICMSS.2010.5577234

M3 - 会议稿件

AN - SCOPUS:78649439061

SN - 9781424453269

T3 - 2010 International Conference on Management and Service Science, MASS 2010

BT - 2010 International Conference on Management and Service Science, MASS 2010

T2 - 2010 International Conference on Management and Service Science, MASS 2010

Y2 - 24 August 2010 through 26 August 2010

ER -

Does satisfaction really influence loyalty? - Based on meta-analysis

Abstract

Publication series

Conference

Keywords

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