TY - GEN
T1 - Meta-view of consequence of customer satisfaction
AU - Yao, Tang
AU - Qiu, Qi
AU - Zheng, Qiuying
AU - Mu, Lin
PY - 2013
Y1 - 2013
N2 - Over recent many years, customer satisfaction logic obtained acceptance in marketing academy because it is believed to affect customer loyalty. Dose customer satisfaction, however, really bring customer loyalty? Based on 85 quantitative researches from 1980 to 2011 and by meta method, this paper finds that although customer satisfaction affects composite customer loyalty, the impact of customer satisfaction on behavioral loyalty is not salient as that on attitudinal ones.
AB - Over recent many years, customer satisfaction logic obtained acceptance in marketing academy because it is believed to affect customer loyalty. Dose customer satisfaction, however, really bring customer loyalty? Based on 85 quantitative researches from 1980 to 2011 and by meta method, this paper finds that although customer satisfaction affects composite customer loyalty, the impact of customer satisfaction on behavioral loyalty is not salient as that on attitudinal ones.
KW - Customer Satisfaction
KW - CustomerLoyalty
KW - Meta
UR - https://www.scopus.com/pages/publications/84885404204
U2 - 10.1109/ICSSSM.2013.6602560
DO - 10.1109/ICSSSM.2013.6602560
M3 - 会议稿件
AN - SCOPUS:84885404204
SN - 9781467348430
T3 - 2013 10th International Conference on Service Systems and Service Management - Proceedings of ICSSSM 2013
SP - 579
EP - 582
BT - 2013 10th International Conference on Service Systems and Service Management - Proceedings of ICSSSM 2013
T2 - 2013 10th International Conference on Service Systems and Service Management, ICSSSM 2013
Y2 - 17 July 2013 through 19 July 2013
ER -