Magnus Söderlund

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  • Loyalty Claes, Robert Julander, Magnus Söderlund, Ragnar Söderberg, Claes-Robert Julander
  • 2003
The positive effect of customer satisfaction on repurchase intentions and attitudinal loyalty has been shown in numerous studies. The effect of switching barriers on these variables, however, have been subject to much less attention from researchers. In this study we propose that switching barriers can be seen as either positive or negative, and we examine(More)
This paper examines the effects of customer familiarity (i.e. the number of previous consumption-related experiences) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c) satisfaction after the consumption. Data collected in a longitudinal study of a tour operator's customers who took part in a(More)
The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of satisfaction among high familiarity customers compared to low(More)
Measures of behavioral intentions are common as dependent variables in satisfaction research. Scholars and practitioners involved in such research, however, seem to be unaware of the existence of different intention constructs. Three constructs are examined in this paper: " intentions-as-expectations " , " intentions-as-plans " , and " intentions-as-wants(More)
This paper presents an empirical study of the effects of customer familiarity (the number of purchase-related experiences accumulated by the customer). The main rationale behind a focus on familiarity is that it increases, by definition, if a loyalty/relationship marketing program is successful. The empirical data suggest that high familiarity customers(More)
This paper examines the extent to which customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects attribute-level performance and customer satisfaction. Literature on expectations and cognitive complexity suggests that the level of evaluations should be lower among high familiarity customers compared to low(More)
Emotion theorists usually stress that the individual's encounter with an object may elicit several emotions (with different consequences). Despite this assumption, many marketers have embraced satisfaction (one of several emotions in some emotion typologies) as the single emotional construct to assess customers' overall response to offers on the market.(More)
The point of departure in this paper is that the tools described in relationship marketing literature are not likely to provide us with a sufficiently rich understanding of why strong consumer-commercial object relationships emerge. The paper explores the following factors derived from research on commitment: satisfaction of high-level needs, effort,(More)