A comparison of attitudinal loyalty measurement approaches

Russell‐Bennett, Rebekah; Rundle‐Thiele, Sharyn

doi:10.1057/palgrave.bm.2540069

Cited by 258 publications

(154 citation statements)

References 27 publications

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“…Drawing from the attitudinally-based approach used by Jacoby and Chestnut (1978), there are three types of information -belief structure, state of affect, and behavioral intentions -that can be represented on a continuum of learning. There is no consensus in the marketing literature on how loyalty should be measured (Bennett & Rundle-Thiele, 2002). Keller (1993) suggests that loyalty is present when favorable attitudes toward the brand are manifested in repeat buying behavior.…”

Section: Loyaltymentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance.

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Section: Loyaltymentioning

confidence: 99%

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Çerri¹

2012

JOC

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“…Deja, mokslinėje literatūroje aptikti nustatymo būdai ne be trūkumų. Visų pirma analizuotuose šaltiniuose (Omar 1999;Satmetrix 2001;Bennett, Rundle-Thiele 2002) nenurodoma, kaip organizacija, siekianti nustatyti vartotojų lojalumą, turėtų vertinti visus minėtus veiksnius. Be to, autoriai nenurodo išskirtų rodiklių ribinių reikšmių, o tai ypač apsunkina minėtų metodų taikymą praktikoje.…”

Section: Daugiadimensiai Vartotojų Lojalumo Nustatymo Metodaiunclassified

Vartotojų lojalumo nustatymo metodinio potencialo analizė

Bivainis

Vilkaitė

2010

Business: Theory and Practice

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Santrauka.Vartotojų lojalumo tyrimų mozaikoje didžiausia spraga -lojalumo nustatymas. Šios pakraipos tyrimai fragmentiš-ki, dažniausiai problema nagrinėjama tik kitų tyrimo tikslų kontekste. Straipsnyje apibendrinti pastarųjų dviejų dešimtmečių vartotojų lojalumo tyrimai. Lojalumo nustatymo metodai suskirstyti į tris skirtingo turinio grupes: 1) grįsti elgsenos rodikliais; 2) grįsti požiūrio rodikliais; 3) daugiadimensiai metodai. Identifikuoti teigiami ir neigiami šių grupių metodų aspektai. Aptartas vartotojų lojalumo objektyvaus vertinimo aktualumas šiandienos socialinių ekonominių pokyčių fone, suformuotos šios problemos sisteminio sprendimo gairės: veiksnių, lemiančių vartotojų lojalumą, kompleksinė analizė; daugiakriterinis vertinimas; vartotojų lojalumo lygio ir organizacijų naudos priklausomybių kiekybinių parametrų nustatymas.Reikšminiai žodžiai: vartotojai, lojalumas, metodai, vartotojų lojalumo nustatymas, elgsena, požiūris. ANALYSIS OF METHODOLOGICAL POTENTIAL FOR CUSTOMERS' LOYALTY EVALUATION Juozas Bivainis, Neringa Vilkaitė Vilnius Gediminas Technical University, Saulėtekio al. 11, LT-10223 Vilnius, Lithuania E-mail: vvsevk@ vgtu.lt Received 18 September 2009; accepted 15 January 2010Abstract. Loyalty evaluation is the the utmost gap in mosaic of loyalty surveys. Surveys of this field are fragmentary and the touch upon this problem exists only in the context of other surveys' purposes. Customer loyalty surveys of the latter two decades are generalized in the paper. Methods for customer loyalty evaluation are classified into three different content groups: 1) grounded on behavioural measures; 2) grounded on attitude measures; 3) multi-dimensional methods. Positive and negative aspects of each method group are identified. The topicality of objective customer loyalty evaluation under the circumstances of social economic changes nowadays is discussed, points of reference for systematic solution of this problem are formed: complex analysis of factors determining customer loyalty; multicriteria evaluation; estimation of quantitative parameters of organizational benefit dependence on customer loyalty level.

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“…The presence of the former is indicated by repeated purchases of the same brand over time (Oliver, 1999), while the latter refers to the attitude to the brand and the attitude to the intention to repurchase (Bennett & Rundle-Thiele, 2002;Mellens, Dekimpe, & Steenkamp, 1996). The presence and measurement of behavioral and/or attitudinal loyalty depend on the industry, the product category, and the frequency of purchase.…”

Section: Brand Loyaltymentioning

confidence: 99%

Industrial Ingredient Co-branding: A Brand Relationship Approach

Andreini¹,

Bergamaschi²,

Pedeliento³

et al. 2016

IJBM

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Existing research on industrial ingredient co-branding alliances has largely focused on the functional and transactional value that ingredient brands provide to ingredient buyers and sellers. The current research draws on the brand relationship perspective to investigate how the relational assets of ingredient brands generate value for both ingredient buyers and for the ingredient supplier itself. For the former, such value manifests in ingredient co-branding value, and for the latter, the value lies in brand equity. The results are derived from a survey of 107 ingredient buyers from a multinational ingredient manufacturer aiming to initiate ingredient co-branding agreements in the energy component industry. The results of the structural equation model reveal that ingredient brand trust directly affects both ingredient brand loyalty and ingredient co-branding value, but indicate no significant effect between brand loyalty and ingredient co-branding value. Moreover, ingredient co-branding value proved to be a driver of ingredient supplier brand equity.Keywords: industrial markets, ingredient brand equity, ingredient brand loyalty, ingredient brand trust, ingredient co-branding value, inter-firm relationship value

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A comparison of attitudinal loyalty measurement approaches

Cited by 258 publications

References 27 publications

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

Vartotojų lojalumo nustatymo metodinio potencialo analizė

Industrial Ingredient Co-branding: A Brand Relationship Approach

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