An analysis of consumer loyalty to municipal recreation programs

Selin, Steven; Howard, Dennis R.; Udd, Edward; Cable, Ted T.

doi:10.1080/01490408809512191

Cited by 62 publications

(38 citation statements)

References 10 publications

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“…This research uses more elaborate conceptualisations of both proportion of purchase of a specific brand together with an (affective) attitude measure using a single scale 40 or multiscale items. 41 In addition to these dimensions, later authors included what has been termed cognitive loyalty. 42,43 Cognitive loyalty involves the consumers rationally and consciously evaluating information about the benefits of competing offerings before a purchase is effected.…”

Section: Switching Cost and Customer Loyaltymentioning

confidence: 99%

The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony

Caruana

2003

J Target Meas Anal Mark

119

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Section: Switching Cost and Customer Loyaltymentioning

confidence: 99%

The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony

Caruana

2003

J Target Meas Anal Mark

119

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“…Baloglu (2001), Pritchard and Howard (1997), and Rowley and Dawes (2000) have utilised cluster analysis of behavioural consistency and psy- chological attachment items to confirm the four quadrant structures proposed by Selin et al (1988) and Backman (1988). These studies have confirmed that four distinct types of loyalty exist in a multitude of settings.…”

Section: Literature Reviewmentioning

confidence: 99%

“…As suggested by Backman (1991) 'spuriously loyal' visitors probably continue to purchase even though they are not attached because they feel the cruise line is their best or only option. According to Selin et al (1988) since spuriously loyal consumers lack a true attachment to a product, they may quickly switch their patronage to another provider offering a more convenient or less expensive product.…”

Section: Loyalty Segmentationmentioning

confidence: 99%

“…With the use of these phenomena, the identification of both a behavioural and attitudinal commitment has been shown to be an effective way to operationalise loyalty (Heiens and Pleshko, 1996;Selin et al, 1988;Veldkamp, 1993). Baloglu (2001), Pritchard and Howard (1997), and Rowley and Dawes (2000) have utilised cluster analysis of behavioural consistency and psy- chological attachment items to confirm the four quadrant structures proposed by Selin et al (1988) and Backman (1988).…”

Section: Literature Reviewmentioning

confidence: 99%

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Reoperationalising the Loyalty Framework

Petrick

2005

Tourism and Hospitality Research

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The purpose of this study was to operationalise loyalty as a segmentation tool utilising both psychological and behavioural measures (as suggested by Backman, 1988), while recognising the vast differences between the types of loyalty possible by acknowledging the differences between first time visitors and actual ‘loyal’ visitors (as suggested by Opperman, 2000). Secondary purposes of the study included the identification of differences between the segments derived. The proposed framework identified an easy to utilise, and effective segmentation tool. It was also revealed that the proposed framework can be very useful for segmenting cruise passengers into distinct homogeneous groups. Specific managerial implications are discussed.

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“…As an attitude and emotion, pleasure strongly affects post-purchase factors. In online shopping, Chiu et al's research [42], among many other similar studies [24,25,46,47,108,217,221], showed that perceived ease of use, perceived usefulness, and enjoyment are significant positive predictors of customers' repurchase intentions. Thus, pleasure can conceivably be thought of as an antecedent of loyalty.…”

Section: During-purchase Factorsmentioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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An analysis of consumer loyalty to municipal recreation programs

Cited by 62 publications

References 10 publications

The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony

The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony

Reoperationalising the Loyalty Framework

Critical review of the e-loyalty literature: a purchase-centred framework

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