Does Customer Knowledge Affect How Loyalty is Formed?

By Jyh-Shen Chiou, C. Droge, Sangphet Hanvanich. 2002

307 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/c078e4746ac98e899597e61b8e89328f23e21276

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Beyond loyalty: customer satisfaction, loyalty, and fortitude (2013, unknown): “(Chiou et al., 2002).”
Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers (2009, background): “Customers have to evaluate several explicit and implicit cues of the service provider to gradually build up trust (Chiou et al. 2002; Doney and Cannon 1997).”
Toward Team or Player? How Trust, Vicarious Achievement Motive, and Identification Affect Fan Loyalty (2012, background): “As trust and vicarious achievement motive have been proposed in previous studies to produce both direct and indirect impact on loyalty (Chiou et al., 2002; Funk et al., 2002; Funk, Ridinger, & Moorman, 2003; Morgan & Hunt, 1994), the rival model-partially mediated depicts a situation wherein identif”
The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction–loyalty relationship (2011, background): “Especially, we extend previous studies (Chandrashekaran et al., 2007; Chiou et al., 2002; Cooil et al., 2007; Evanschitzky and Wunderlich, 2006; Tuu and Olsen, 2009) by testing the combined moderator effects of perceived risk, objective knowledge and certainty on the satisfaction-loyalty relationshi”
The Effect of Servicescape Cleanliness on Customer Reactions (2010, methodology): “Willingness to patronize the restaurant was also measured, using four items adapted from Russell and Mehrabian (1978) and Clark and Mills (1993): ‘‘I would like to dine in this restaurant in the future;’’ ‘‘I would make an effort to dine in this restaurant in the future;’’ ‘‘I will recommend this re”
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics (2007, background): “…(Kim, Srinivasan, and Wilcox 1999; Mägi 2003), tenure of relationship (Homburg, Giering, and Menon 2003), expertise (Andreassen and Lindestad 1998; Chiou, Droge, and Hanvanich 2002), involvement (Bloemer and Kasper 1995; Bloemer and Odekerken-Schröder 2002; Homburg and Giering 2001), and purchase…”
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020, background): “This gave rise to Internet banking service quality which is defined as “ customer ’ s perceptions of the outcome of the service along with recovery, perceptions if a problem should occur ” (Colier and Bienstock, 2006).”
The paradox of customer education: Customer expertise and loyalty in the financial services industry (2007, background): “That high service quality leads to increased customer satisfaction and loyalty is not a particularly novel assertion and there is a well-established literature that provides empirical support (Bloemer et al., 1999; Chiou et al., 2002; Cronin et al., 2000; Sharma and Patterson, 1999; Wong and Sohal, ”
A model of acceptance of augmented-reality interactive technology: the moderating role of cognitive innovativeness (2014, methodology): “Next, we examined equivalence using the recommended steps outlined in previous studies [2,13,33].”