The Conceptual Domain of Service Loyalty: How Many Dimensions?

By T. Jones, Shirley Taylor. 2007

407 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/ca738e3298d121573c5c8b9a39d9646a20b7ad3b

How researchers see this paper

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

In Marketing

1. Liang Tang
2. Chao-Chin Huang
3. Xiang Li
4. J. Petrick
5. Juhee Kang
6. Alain Ferrand
7. S. Pike
8. Martin Fraering

In Organizational Behavior and Human Resource Management

1. Xiang Li
2. Chao-Chin Huang
3. J. Petrick
4. Liang Tang
5. Jasmina Dlačić
6. Alain Ferrand
7. S. Pike
8. Martin Fraering

In Sociology and Political Science

1. J. Petrick
2. Xiang Li
3. Liang Tang
4. Juhee Kang
5. Constanza Bianchi
6. Alain Ferrand
7. S. Pike
8. Martin Fraering

Citations in the corpus

• Self-Congruity and Functional Congruity in Brand Loyalty (2015, background): “Marketers of name-brand coffee shops are advised to segment customers based on the three loyalty stages (Jones & Taylor, 2007).”
• Professor Brand Advocacy: Do Brand Relationships Matter? (2010, background): “Furthermore, marketing literature operationalizes consumer advocacy as analogous to a consumer’s positive “word of mouth” (Bendapudi & Berry, 1997; Jones & Taylor, 2007; Ranaweera & Prabhu, 2003).”
• The Intention-to-repurchase Paradox: A case of the Health and Fitness Industry (2010, background): “This lack of a common consensus also extends to the measurement of loyalty where Jones and Taylor (2007) and Zins (2001) have argued for a composite measure of loyalty, whereas Söderlund (2006) and Reichheld (2003) have argued for a single measure of loyalty, such as intention to repurchase, or…”
• Examining the Antecedents of Brand Loyalty from an Investment Model Perspective (2008, background): “As a result, a number of constructs traditionally used to describe interpersonal relationships, such as commitment, closeness, trust, and relationship quality, have been linked to loyalty-related outcomes (Jones and Taylor 2007).”
• Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling (2014, methodology): “In order to ensure content validity, measures that had been used in previous studies were adopted (Hansen, Samuelsen, & Silseth, 2008; Jones, Mothersbaugh, & Beatty, 2000; Jones & Taylor, 2007; Parasuraman et al., 1985, 1988).”
• Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response (2018, background): “A behaviourally loyal customer prefers to repurchase the same brand and thus become loyal to a particular service provider (Jones and Taylor, 2007).”
• Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, background): “From the marketing and psychological literature, an individual’s decision to repurchase the service and to engage in future activity with the service brand, as well as the shape that the action will take, is depicted as RI (Chitty, Ward, & Chua, 2007; Jones & Shandiz, 2015; Jones & Taylor, 2007).”
• Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, methodology): “This approach is common in a great number of studies in the marketing literature (Bloemer et al. 1999; Jones and Sasser 1995; Jones and Taylor 2007; Lam et al. 2004; Zeithaml et al. 1996), and we found that it was employed in 40 studies reviewed in our meta-analysis.”
• Investigating attitudes towards three South American destinations in an emerging long haul market using a model of consumer-based brand equity (CBBE) (2014, background): “Previous research suggests two dimensions of loyalty: behavioural loyalty and attitudinal loyalty (Jones & Taylor, 2007; Li & Petrick, 2008).”
• Reexamining the Dimensionality of Brand Loyalty: A Case of the Cruise Industry (2008, methodology): “As loyalty research has evolved, the dominant two-dimensional conceptualization has been challenged (see Jones and Taylor, 2007; and Rundle-Thiele, 2005 for comprehensive reviews).”
• Beyond loyalty: customer satisfaction, loyalty, and fortitude (2013, background): “, 2001), and the robust explanatory power of the combination of behavioral and attitudinal/ cognitive loyalty (Jones and Taylor, 2007).”
• The impacts of brand experiences on brand loyalty: mediators of brand love and trust (2017, result): “Hence, this study overcomes the gap of prior research by modeling both behavioral and attitudinal dimensions of brand loyalty (Chaudhuri and Holbrook, 2001; Jones and Taylor, 2007; Kabiraj and Shanmugan, 2010; Oliver, 1999).”