The relationship between customer loyalty and customer satisfaction

By J. Bowen, Shiang‐Lih Chen. 2001

1,434 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/55a408f459dc9f6496f701f315de82e00347f0ef

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Citations in the corpus

The impact of industry force factors on resource competitive strategies and hotel performance (2011, positive): “In the other words, hotel employees are the main factors driving the differentiating services to customers, which lead to superior performance (Bowen and Chen, 2001). Furthermore, Wong and Kwan (2001) found the relationship between human resource development and hotel performance.”
Towards a new approach of destination loyalty drivers: satisfaction, visit intensity and tourist motivations (2017, background): “For the case of tourism, the lack of any clear agreement concerning this issue (Bowen & Chen, 2001) continues to reflect the need for further research which can shed light on how satisfaction actually does affect tourist intention to return.”
An Extension of the Four-Stage Loyalty Model: The Critical Role of Positive Switching Barriers (2012, background): “…both behavioral and attitudinal aspects is necessary for the accurate assessment of customer loyalty (e.g., Back & Parks, 2003; Bandyopadhyay & Martell, 2007; Bowen & Chen, 2001; Evanschitzky & Wunderlich, 2006; Kandampully & Suhartanto, 2000; Lee-Kelley, Gilbert, & Mannicom, 2003; Oliver, 1997).”
Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007, background): “Likewise, Bowen and Chen (2001) noted that customers must be extremely satisfied to show brand loyalty.”
A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction (2003, background): “Several researchers (Bowen & Chen, 2001; Jacoby & Chestnut, 1978; Stern, 1997) discussed the need to combine behavioral and attitudinal aspects of brand loyalty and develop measures of brand loyalty accordingly.”
Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan (2011, background): “However, Bowen and Chen (2001) said that having satisfied customers is not enough, there has to be extremely satisfied customers.”
Transitioning loyalty programs: A commentary on “the relationship between customer loyalty and customer satisfaction” (2015, methodology): “Bowen and Chen (2001) found business travelers wanted a hassle-free experience.”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “Attitudinal measurements, due to the fact that they reflect the psychological and emotional attachment to loyalty, are used in order to understand the cognitive elements that underlie purchasing motives and future actions (Bowen and Chen, 2001; Fathollahzadeh et al., 2011).”
Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry (2008, background): “Also repeat purchases do not always mean that the customer continues to recommend or maintain a positive attitude toward the service provider (Bowen & Chen, 2001).”