Customer loyalty: Toward an integrated conceptual framework

@article{Dick1994CustomerLT,
  title={Customer loyalty: Toward an integrated conceptual framework},
  author={Alan Dick and Kunal Kumar Basu},
  journal={Journal of the Academy of Marketing Science},
  year={1994},
  volume={22},
  pages={99-113}
}
  • Alan Dick, K. Basu
  • Published 1994
  • Business
  • Journal of the Academy of Marketing Science
Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences. Implications for research and for the management of loyalty are derived. 

Figures from this paper

Mediating influence on customer loyalty
In this study, the focus is on customer loyalty, and the antecedents of perceived value, and the marketing mix that creates the value. The mediating role of consumer perceived value in the marketingExpand
Loyalty: The Influences of Satisfaction and Brand Community Integration
This paper empirically explores the relative impacts of satisfaction, brand community integration, and consumer experience on customer loyalty as expressed by future purchase intentions and behavior.Expand
The Relationships between Perceived Value and Attitudinal Loyalty when Implementing a Client-Focused Philosophy in Travel Agencies
This paper offers further research in literature dealing with the impact that implementing a customer-oriented strategy in a travel agency could have on the customer. Within this context, trust,Expand
The antecedents of consumer loyalty in retail banking
This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than an affective process. The mainExpand
The Antecedents of Relationship Marketing and Customer Loyalty: A Conceptual Framework to Determine Outcomes
Existing streams of literature are integrated to propose a conceptual framework that highlights the antecedents of relationship marketing on customer loyalty and its outcomes. The framework aims toExpand
The relative strength of affective commitment in securing loyalty in service relationships
While commitment is an important antecedent to customer retention, a broad consensus has yet to emerge on the impacts of constituent dimensions of commitment on loyalty in service relationships. ThisExpand
Corporate social responsibility and customer loyalty: A conceptual framework
  • Yanqiu Liu, Xing Zhou
  • Business
  • 2009 6th International Conference on Service Systems and Service Management
  • 2009
To win loyalty in today's markets, companies have to focus on building and maintaining customer loyalty. CSR has become a useful tool, however, the relationship between CSR and customer loyalty isExpand
Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context
ABSTRACT The paper presents empirical evidence for conditions under which the relationship between customer satisfaction and customer loyalty will be stronger or weaker. Drawing on relationalExpand
From Brand Loyalty to E-Loyalty: A Conceptual Framework
With the rapid growth of E -commerce and on-line consumer shopping trends, the importance of building and maintaining customer loyalty in electronic marketplaces has come into sharper focus inExpand
The Role of Individual Characteristics on Customer Loyalty
Customer loyalty, which is defined as preferring a specified company in repurchases, plays a critical role to be successful in today’s competitive business environment. Present study investigates theExpand
...
1
2
3
4
5
...

References

SHOWING 1-10 OF 64 REFERENCES
Brand Loyalty Vs. Repeat Purchasing Behavior
Brand loyalty is first distinguished from simple repeat purchasing behavior and then conceptually defined in terms of six necessary and collectively sufficient conditions. An experiment designed toExpand
A path analytic model of store loyalty involving self-concept, store image, geographic loyalty, and socioeconomic status
A model is introduced which posits that store loyalty is primarily determined by store-image evaluation and shopping-complex loyalty. Store image-evaluation, in turn, is hypothesized to beExpand
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase i...
The Role of Confidence in Understanding and Predicting Buyers' Attitudes and Purchase Intentions
This research examines the role of buyers' confidence in the formation of attitudes and purchase intention. It supports current buyer behavior theory which postulates a positive relationship betweenExpand
The Role of Attitude toward the Ad as a Mediator of Advertising Effectiveness: A Test of Competing Explanations:
Attitude toward the ad (Aad) has been postulated to be a causal mediating variable in the process through which advertising influences brand attitudes and purchase intentions. Previous conceptual a...
Beyond Attitude Structure: Toward the Informational Determinants of Attitude:
The author argues that marketing research has focused too narrowly on the static structure of attitude at the expense of its informational determinants. An experimental study investigates the effec...
Attitude-Behavior Consistency: The Impact of Product Trial versus Advertising:
The role of direct versus indirect experience in the attitude-behavior consistency issue is reviewed. Using a new communications model, the authors extend the direct/indirect experience paradigm to...
Are Product Attribute Beliefs the Only Mediator of Advertising Effects on Brand Attitude
Fishbein's attitude theory posits that beliefs are the only mediators of attitude formation and change. The validity of this proposition for consumers’ beliefs about product attributes and brand at...
Evaluating service encounters: The effects of physical surroundings and employee responses.
For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors...
The Effect of Advertising on Attitude Accessibility, Attitude Confidence, and the Attitude-Behavior Relationship
The influence of advertising repetition on several non-evaluative dimensions of attitudes and the strength of the relationship between attitudes and behavior are examined. The results indicate thatExpand
...
1
2
3
4
5
...