Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis

By Christian Homburg, Annette Giering. 2001

1,306 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1d29cc2c6c4c6438b631de4838417f4b3969ea4a

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Citations in the corpus

Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands (2006, background): “Further, Homburg and Giering (2001) found that consumer’s personal characteristics such as variety seeking, age and income were important moderators of the relationship between satisfaction and loyalty.”
Relationship between Perceived Risk, Evaluation, Satisfaction, and Behavioral Intention: A Case of Local-Festival Visitors (2016, background): “Homburg and Giering (2001) believe these attributes can be applied to tourism, where the satisfaction dimension is linked to destination evaluation and tourist experience. However, the debate about whether satisfaction is an emotional or cognitive construct is far from over (Babin & Griffin, 1998). ”
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting (2007, background): “…better educated consumers feel more comfortable when dealing with and relying on new information than people with lower educational attainments (Homburg and Giering 2001), we suggest the following hypothesis: Hypothesis 6d: Actual usage of the SST is more strongly related to attitude toward…”
On the Role of Empathy in Customer-Employee Interactions (2012, methodology): “Customer Loyalty (customers); Homburg and Giering (2001); 7-point scale: very low to very high 1.”
What Keeps the E-Banking Customer Loyal? A Multigroup Analysis of the Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry. (2006, positive): “Similar to Homburg and Giering [2001], we suggest a negative moderating role of age on Web site quality, service quality and satisfaction. Involvement can be defined as the degree of personal relevance of an object, product or service to a customer and affects customer behavior in a number of ways [”