Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study

By C. Cassel, J. Eklöf. 2001

134 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/043897b48b2c6a065ebd3bee157a8e1f948e870c

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Citations in the corpus

Undeserved Loss: The Spread of Legitimacy Loss to Innocent Organizations in Response to Reported Corporate Deviance (2009, methodology): “The fi ndings offer a direct look at how organizational actions contrary to social norms lead to the withdrawal of business from organizations that resemble the offending organization.”
National customer satisfaction indices: an implementation in the Turkish mobile telephone market (2005, background): “, there are seven latent variables aimed at measuring and explaining customer satisfaction and customer loyalty ( Cassel and Eklof, 2001”
Service personalization and loyalty (2006, methodology): “The original ECSI model (which does not have trust or communication as our base model does) is well-established as a tool for measuring and explaining customer satisfaction and its antecedents and related constructs (Gronholdt et al., 2000; Cassel and Eklof, 2001; Vilares and Coelho, 2004).”
Service quality in a higher education context: an integrated model (2012, methodology): “…measure has been used in the current studies to develop and examine a number of integrated models including the Swedish customer satisfaction barometer (SCSB) (Fornell, 1992), the American customer satisfaction index (ACSI) model (Fornell et al., 1996), and the ECSI model (Cassel and Eklöf, 2001).”
The influence of university image on student behaviour (2010, methodology): “In studies carried out using the European Customer Satisfaction Index as a basis (Kristensen et al., 1999; Cassel and Eklöf, 2001), image always appears as one of the variables with the greatest influence in the formation of satisfaction with its direct influence through expectations proving superio”
The Application of Structural Equation Modeling (SEM) in Determining the Antecedents of Customer Loyalty in Banks in South Thailand (2008, background): “, 2004, Hallowell, 1996; Strauss and Neuhaus,1997; Cassel and Eklof, 2001). For example, Berrli et al. (2004) conclude that satisfaction together with personal switching costs are antecedents of loyalty.”
The importance of institutional image to student satisfaction and loyalty within higher education (2009, methodology): “A research model was developed that was most closely based upon the ECSI, or European Customer Satisfaction Index (Cassel and Eklof 2001; European Organisation for Quality 2001; Kristensen et al. 2000; Martensen, Gronholdt and Kristensen 2000), but that was also strongly influenced by work from Cron”
Conceptual Model of Student Satisfaction in Higher Education (2007, methodology): “Whereas in studies carried out using the European Customer Satisfaction Index as a basis (Kristensen et al., 1999; Cassel & Eklöf, 2001), image always appears as one of the variables with the greatest influence in the formation of satisfaction, seeing that its direct influence through expectations…”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “With regard to consequences of service quality in commercial enterprises, several models are developed in literature (Cassel & Eklöf, 2001; Cronin, Brady, & Hult, 2000; Fornell, Johnson, Anderson, Cha, & Bryant, 1996).”