Are Loyal Customers Profitable? Customer Satisfaction, Customer (Action) Loyalty and Customer Profitability at the Individual Level

By Øyvind Helgesen. 2006

270 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c86b4c97acf2e68f10ba0eb22245f42ed78282ea

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. L. Petruzzellis
2. Salvatore Romanazzi
3. Martin Fraering
4. Michael S. Minor

In Marketing

1. L. Petruzzellis
2. Salvatore Romanazzi
3. Martin Fraering
4. Michael S. Minor

In Organizational Behavior and Human Resource Management

1. L. Petruzzellis
2. Salvatore Romanazzi
3. Martin Fraering
4. Michael S. Minor

Citations in the corpus

• What Drives Student Loyalty in Universities: An Empirical Model from India (2011, unknown): “Customer loyalty is supposed to be positively related to customer satisfaction and to the performance of a business unit (Kotler and Fox, 1995; Zeithaml, 2000; Helgesen, 2006).”
• Beyond loyalty: customer satisfaction, loyalty, and fortitude (2013, background): “Evidence for the incremental, phased approach to loyalty is found in a virtuous cycle that begins with a satisfactory initial purchase, followed by subsequent favorable patronage that creates a relationship of reliance upon firms such as restaurants (McMullan and Gilmore, 2003), retail grocers (Samo”
• Educational value: how students choose university: Evidence from an Italian university (2010, background): “As consumer satisfaction is linked with perceived quality, and these in turn affect corporate profitability (Helgesen, 2006), higher education institutions should manage all service encounters to enhance student satisfaction, thus enhancing perceived quality.”