Customer Loyalty: Toward an Integrated Conceptual Framework

Dick, Alan; Basu, Kunal

doi:10.1177/0092070394222001

Cited by 4,946 publications

(4,390 citation statements)

References 51 publications

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“…Many authors such as in [25], [14] and [26] have suggested that there are two types of loyalty, attitude and behavioral loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

Bricci¹,

Fragata²,

Antunes³

2016

JOEBM

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Abstract-The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus itś important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.

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“…Many authors such as in [25], [14] and [26] have suggested that there are two types of loyalty, attitude and behavioral loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

Bricci¹,

Fragata²,

Antunes³

2016

JOEBM

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“…To address these complexities the author decided to look at the business of loyalty within the football sector, where loyalty is a highly meaningful concept within its customer base. 4,5 The literature contains studies of a similar type, although comparisons between football and mainstream sectors were the subject of Parker and Stuart's work. 6 Parker and Stuart quite rightly pointed out the importance of researching football supporters, describing how important football is in many people's lists of life's priorities.…”

Section: Comparing the Loyalty Of Different Sectorsmentioning

confidence: 99%

The loyalty of football fans — We'll support you evermore?

Tapp

2004

J Database Mark Cust Strategy Manag

103

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“…Close monitoring and control by family owners can improve the quality of products and services and build trust, goodwill (Sako, 1991), and reputation (Weigelt and Camerer, 1988) with customers with whom the family firm engages in repeated exchanges (Poppo and Zenger, 2002;Tagiuri and Davis, 1996;Ward and Aronoff, 1991). Indeed, family businesses seem to possess strong relationships with customers and other external stakeholders and good reputations consistent with the emphasis on socioemotional wealth and use of trust to minimise transaction costs (Aronoff and Ward, 1995;Dick and Basu, 1994;Habbershon and Williams, 1999;Lyman, 1991).…”

Section: Family Ownership and Internationalisationmentioning

confidence: 86%

Internationalisation of publicly traded family firms: a transaction cost theory perspective and longitudinal analysis

Memili

Misra

Chrisman

et al. 2017

IJMED

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There has been a prominent stream of research investigating internationalisation of organisations. While the importance of transaction costs in the governance decisions of firms has been well established in the literature, transaction cost theory (TCT) in family firms remains underutilised. We examine the impact of family governance (i.e. family ownership and involvement in management and the board of directors) on internationalisation within the domain of TCT using 386 S&P 500 firms. Our findings indicate an inverted U-shaped relationship between family ownership and internationalisation and a U-shaped relationship between family's involvement in management and the board and internationalisation. This illustrates the interesting differential impact of the components of family involvement on internationalisation. We conclude by discussing future research and implications for practice.Keywords: family firms; family management; family ownership; internationalisation; transaction cost theory.Reference to this paper should be made as follows: Memili, E., Misra, K., Chrisman, J.J. and Welsh, D.H.B. (2017) 'Internationalisation of publicly traded family firms: a transaction cost theory perspective and longitudinal analysis', Int.

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Customer Loyalty: Toward an Integrated Conceptual Framework

Cited by 4,946 publications

References 51 publications

The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

The loyalty of football fans — We'll support you evermore?

Internationalisation of publicly traded family firms: a transaction cost theory perspective and longitudinal analysis

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