A cost/benefit approach to understanding service loyalty

By Moonkyu Lee, L. F. Cunningham. 2001

540 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/780e992d275d02130b894cb84f488511daba826a

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In Organizational Behavior and Human Resource Management

Citations in the corpus

How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis (2015, background): “…Erramilli, and Murthy (2004) x Journal of the Academy of Marketing Science 103 522 80 Larivière (2008) x Journal of Service Research 104 165 81 Lee and Cunningham (2001) x x Journal of Services Marketing 105 244 82 Lee and Murphy (2008) x Australasian Marketing Journal 106 330 83 Lim (2005) x…”
The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands (2016, background): “…on consumer evaluation of the key aspects of services, including the perceived level of service quality (Bloemer, de Ruyter, and Wetzels 1999; Lee and Cunningham 2001; Zeithaml, Berry, and Parasuraman 1996; Aydin and Ozer 2005; Rauyruen and Miller 2007), the perceptions of value for money…”
Satisfaction Emotions and Consumer Behavioral Intentions (2005, background): “Menon, 1998; Liljander and Strandvik, 1997; Machleit and Eroglu, 2000; Yu and Dean, 2001). However, this is not the case with the negative emotions as anger loaded with disappointed, to form a third component distinct from the other negative emotions. It appears that negative emotions do consist of ”
The effects of brand credibility on customer loyalty (2008, background): “Examination of the academic literature also supports the significance of examining churn or retention in these industries (e.g., Bell et al., 2005; Evans, 2002; Gustafsson et al., 2005; Lee and Cunningham, 2001).”
The Conceptual Domain of Service Loyalty: How Many Dimensions? (2007, background): “, 1998; Oliver, 1999) – where loyalty is based on conscious evaluation of brand attributes or the conscious evaluation of the rewards and benefits associated with repatronage (Lee and Cunningham, 2001), leading the consumer to consider this service provider at the expense of others (Dwyer et al.”
Effects of corporate social responsibility on consumer retention in the cellular industry of Pakistan (2010, background): “Earlier studies on variables affecting customer loyalty usually set the focus on customer satisfaction (e.g., Dick and Basu, 1994; Gerpott et al., 2001; Lee and Cunningham, 2001).”
Development of brand equity: evaluation of four alternative models (2010, background): “Specifically, banking services in South Korea are focused on intangible assets, delivered on a continuing basis, and involve superficial membership relationships (Lee & Cunningham, 2001).”
Customer switching behaviour in the Chinese retail banking industry (2010, background): “In general, a convenient location can encourage customers to stay at their current bank and postpone switching ( Lee and Cunningham, 2001”
A model of customer loyalty and corporate social responsibility (2011, background): “Research on the topic of customer loyalty has focused somewhat more on tangible products (Lee and Cunningham, 2001; Lewis and Soureli, 2006).”
Examining the Antecedents of Brand Loyalty from an Investment Model Perspective (2008, background): “Although Dick and Basu (1994) suggested that both switching costs and sunk costs are conative antecedents of loyalty, most subsequent marketing studies have focused only on the effects of switching costs on customer loyalty (Hellier et al. 2003; Lam et al. 2004; Lee and Cunningham 2001).”
SME banking loyalty (and disloyalty): a qualitative study in Hong Kong (2006, background): “, 1996), and has even been said to be a key determinant of service loyalty (Lee and Cunningham, 2001).”
Perceived value, customer attitude and loyalty in retailing (2008, methodology): “Finally, it might be convenient to incorporate retailer switching costs in this model, since different studies (eg Jones et al ., 2000 ; Lee and Cunningham, 2001 ) report the infl uence of this variable on loyalty towards the service provider and, following Ruyter et al .”
Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2019, background): “Customer loyalty has received marked attention in the service marketing literature, due to its contribution in creating sustainable competitive advantage for service organisations (Lee and Cunningham, 2001).”
Information Sources for Travel Decisions: Toward a Source Process Model (2004, background): “tion is high, information search declines (Lee and Cunningham 2001; Porter 1985).”