Advertisement

Wireless Personal Communications

, Volume 103, Issue 1, pp 963–982 | Cite as

The Effect of Satisfaction on Loyalty in Consumption and Service Industry Based on Meta-analysis and It’s Algorithm

  • Hongwei Liu
  • Yujing Chen
  • Yong Zha
  • Liuyi Ling
  • Dong WangEmail author
Article

Abstract

Since customer loyalty is key for enterprises to gain core competence, achieving a better understanding of the relationship between customer satisfaction and customer loyalty is critical. The inconsistency with respect to customer satisfaction–loyalty relationships across studies has attracted our attention. This study attempts to determine the relationship between customer satisfaction and customer loyalty despite mixed results obtained by previous studies based on a proposed meta-analysis approach. Here, we draw from 195 individual studies to conduct a meta-analysis aggregating empirical findings. Our results revealed that customer satisfaction strongly correlates with customer loyalty, and we draw conclusions on the performance of customer loyalty. Finally, satisfaction can increase customers’ trust, word-of-mouth, recommendation, commitment, repurchase intention, and continuous intention and can decrease switching intention. These findings provide empirical support for several previous studies and further clarify the relationship between satisfaction and loyalty, and the proposed meta-analysis approach is effective in resolving the contradiction between two terminologies among the previous studies. The authors conclude with a discussion of the implications for practice and further research.

Keywords

Customer satisfaction Customer loyalty Meta-analysis Composite loyalty 

Notes

Acknowledgements

This paper is supported by grants from the National Natural Science Foundation of China (71671048, 71731010), the Natural Science Foundation of Guangdong Province (2015A030310506), the Philosophy and Social Science Planning Program of Guangdong Province (GD16XGL38), and the Philosophy and Social Science Planning Program of Guangzhou (2016GZQN32).

References

  1. 1.
    Agustin, C., & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing Research, 42, 96–108.Google Scholar
  2. 2.
    Anderson, E., & Weitz, B. (1992). The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29, 18–34.Google Scholar
  3. 3.
    Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125–143.Google Scholar
  4. 4.
    Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54, 42–58.Google Scholar
  5. 5.
    Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20, 123–138.Google Scholar
  6. 6.
    Andreassen, T. W., & Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Research, 1, 82–92.Google Scholar
  7. 7.
    Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4, 291–295.Google Scholar
  8. 8.
    Assael, H. (1990). Marketing: Principles & strategy. Chicago: Dryden Press.Google Scholar
  9. 9.
    Auh, S., & Johnson, M. D. (1997). The complex relationship between customer satisfaction and loyalty foe automobiles, customer retention in the automotive industry. Wiesbaden: Gabler.Google Scholar
  10. 10.
    Backhaus, K., & Büschken, J. (1999). The paradox of unsatisfying but stable relationships—A look at German car suppliers. Journal of Business Research, 46, 245–257.Google Scholar
  11. 11.
    Balkundi, P., & Harrison, D. A. (2006). Ties, leaders, and time in teams: Strong inference about network structure’s effects on team viability and performance. Academy of Management Journal, 49, 49–68.Google Scholar
  12. 12.
    Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (SPSM): A model of consumer switching behavior in the services industry. Journal of Service Research, 2, 200–218.Google Scholar
  13. 13.
    Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20, 21–29.Google Scholar
  14. 14.
    Bennett, R., McColl-Kennedy, J., & Coote, L. V. (2000). Trust, commitment and attitudinal brand loyalty: Key constructs in business-to-business relationships. Paper presented at the Proceedings of ANZMAC 2000 conference: Visionary marketing for the 21st century: Facing the challenge, Gold Coast, Australia.Google Scholar
  15. 15.
    Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25, 351–370.Google Scholar
  16. 16.
    Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32, 201–214.Google Scholar
  17. 17.
    Bigovic, M., & Prašnikar, J. (2015). Predicting tourists’ behavioural intentions at the destination level. Current Issues in Tourism, 18, 744–764.Google Scholar
  18. 18.
    Black, H. G., Childers, C. Y., & Vincent, L. H. (2014). Service characteristics’ impact on key service quality relationships: A meta-analysis. Journal of Services Marketing, 28, 276–291.Google Scholar
  19. 19.
    Bloemer, J., & de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32, 499–513.Google Scholar
  20. 20.
    Bloemer, J. M., & Kasper, H. D. P. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16, 311–329.Google Scholar
  21. 21.
    Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17, 375–384.Google Scholar
  22. 22.
    Bolton, R. N., & Lemon, K. N. (1999). A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 36, 171–186.Google Scholar
  23. 23.
    Borenstein, M., Rothstein, H., & Cohen, J. (1999). Comprehensive meta-analysis: A computer program for research synthesis. Englewood: Biostat.Google Scholar
  24. 24.
    Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13, 213–217.Google Scholar
  25. 25.
    Brexendorf, T. O., Mühlmeier, S., Tomczak, T., & Eisend, M. (2010). The impact of sales encounters on brand loyalty. Journal of Business Research, 63, 1148–1155.Google Scholar
  26. 26.
    Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41, 836–867.Google Scholar
  27. 27.
    Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2, 244–249.Google Scholar
  28. 28.
    Čater, B., & Čater, T. (2009). Relationship-value-based antecedents of customer satisfaction and loyalty in manufacturing. Journal of Business & Industrial Marketing, 24, 585–597.Google Scholar
  29. 29.
    Chandrashekaran, M., Rotte, K., Tax, S. S., & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research, 44, 153–163.Google Scholar
  30. 30.
    Chen, S. Y., & Lu, C. C. (2015). Investigating the psychology of green transportation via the green service profit chain. Transportation Letters, 7, 143–153.Google Scholar
  31. 31.
    Chen, Y., Wang, D., & Bi, G. (2018). An image edge recognition approach based on multi-operator dynamic weight detection in virtual reality scenario[J]. Cluster Computing.  https://doi.org/10.1007/s10586-017-1604-y.CrossRefGoogle Scholar
  32. 32.
    Chi, C. G. Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29, 624–636.Google Scholar
  33. 33.
    Chih, W. H., Wang, K. Y., Hsu, L. C., & Cheng, I. S. (2012). From disconfirmation to switching: An empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32, 1305–1321.Google Scholar
  34. 34.
    Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18, 313–335.Google Scholar
  35. 35.
    Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Hillsdale, NJ: Lawrence Erlbaum Associates.zbMATHGoogle Scholar
  36. 36.
    Cooper, H., & Hedges, L. V. (1994). The handbook of research synthesis. New York: Russell Sage Foundation.Google Scholar
  37. 37.
    Dagger, T. S., & David, M. E. (2012). Uncovering the real effect of switching costs on the satisfaction–loyalty association, the critical role of involvement and relationship benefits. European Journal of Marketing, 46, 447–468.Google Scholar
  38. 38.
    Davissramek, B., Mentzer, J., & Stank, T. (2008). Creating consumer durable retailer customer loyalty through order fulfillment service operations. Journal of Operations Management, 26, 781–797.Google Scholar
  39. 39.
    de Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: A meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science, 36, 578–596.Google Scholar
  40. 40.
    Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 99–113.Google Scholar
  41. 41.
    Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer–seller relationships. Journal of Marketing, 51, 11–27.Google Scholar
  42. 42.
    Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales performance. Journal of Service Research, 17, 40–53.Google Scholar
  43. 43.
    Ert, E., Fleischer, A., & Magen, N. (2016). Trust and reputation in the sharing economy: The role of personal photos in Airbnb. Tourism Management, 55, 62–73.Google Scholar
  44. 44.
    Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J., & Callarisa-Fiol, L. J. (2012). Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona. Tourism Management, 33, 1309–1320.Google Scholar
  45. 45.
    Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56, 6–21.Google Scholar
  46. 46.
    Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60, 7–18.Google Scholar
  47. 47.
    Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24, 337–346.Google Scholar
  48. 48.
    Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25, 249–269.Google Scholar
  49. 49.
    Gonçalves, H. M., & Sampaio, P. (2012). The customer satisfaction–customer loyalty relationship: Reassessing customer and relational characteristics moderating effects. Management Decision, 50, 1509–1526.Google Scholar
  50. 50.
    Guo, L., Xiao, J. J., & Tang, C. (2009). Understanding the psychological process underlying customer satisfaction and retention in a relational service. Journal of Business Research, 62, 1152–1159.Google Scholar
  51. 51.
    Ha, H. Y., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44, 997–1016.Google Scholar
  52. 52.
    Han, H., & Hyun, S. S. (2013). Image congruence and relationship quality in predicting switching intention. Journal of Hospitality & Tourism Research, 37, 303–329.Google Scholar
  53. 53.
    Hedges, L. V., & Olkin, I. (1985). Statistical methods for meta-analysis. New York: Academic Press.zbMATHGoogle Scholar
  54. 54.
    Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37, 1762–1800.Google Scholar
  55. 55.
    Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4, 230–247.Google Scholar
  56. 56.
    Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18, 38–52.Google Scholar
  57. 57.
    Hsu, J. S. C. (2014). Understanding the role of satisfaction in the formation of perceived switching value. Decision Support Systems, 59, 152–162.Google Scholar
  58. 58.
    Hunter, J. E., & Schmidt, F. L. (2004). Methods of meta-analysis: Correcting error and bias in research findings. Newbury Park: SAGE Publications.Google Scholar
  59. 59.
    Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management, 30, 298–308.Google Scholar
  60. 60.
    Jaccard, J., & Jacobi, J. (1981). The sources, meaning, and validity of consumer complaint behavior: A psychological analysis. Journal of Retailing, 57, 4–25.Google Scholar
  61. 61.
    Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management. New York: Wiley.Google Scholar
  62. 62.
    Jacoby, J., Chestnut, R. W., & Fisher, W. A. (1978). A behavioral process approach to information acquisition in nondurable purchasing. Journal of Marketing Research, 15, 532–544.Google Scholar
  63. 63.
    Janita, M. S., & Miranda, F. J. (2013). The antecedents of client loyalty in business-to-business (B2B) electronic marketplaces. Industrial Marketing Management, 42, 814–823.Google Scholar
  64. 64.
    Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76, 259–274.Google Scholar
  65. 65.
    Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73, 88–99.Google Scholar
  66. 66.
    Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71–82.Google Scholar
  67. 67.
    Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57, 1–22.Google Scholar
  68. 68.
    Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22, 52–61.Google Scholar
  69. 69.
    Kim, H. W., & Gupta, S. (2012). Investigating customer resistance to change in transaction relationship with an internet vendor. Psychology and Marketing, 29, 257–269.Google Scholar
  70. 70.
    Kim, H. W., Xu, Y., & Koh, J. (2004). A comparison of online trust building factors between potential customers and repeat customers. Journal of the Association for Information Systems, 5, 392–420.Google Scholar
  71. 71.
    Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: A meta-analytic review and assessment of its antecedents and impact on performance. Journal of Marketing, 69, 24–41.Google Scholar
  72. 72.
    Kish-Gephart, J. J., Harrison, D. A., & Treviño, L. K. (2010). Bad apples, bad cases, and bad barrels: Meta-analytic evidence about sources of unethical decisions at work. Journal of Applied Psychology, 95, 1–31.Google Scholar
  73. 73.
    Kumar, V., Bohling, T. R., & Ladda, R. N. (2003). Antecedents and consequences of relationship intention: Implications for transaction and relationship marketing. Industrial Marketing Management, 32, 667–676.Google Scholar
  74. 74.
    Kuppelwieser, V. G., & Sarstedt, M. (2014). Exploring the influence of customers’ time horizon perspectives on the satisfaction–loyalty link. Journal of Business Research, 67, 2620–2627.Google Scholar
  75. 75.
    Lee, J., Graefe, A. R., & Burns, R. C. (2007). Examining the antecedents of destination loyalty in a forest setting. Leisure Sciences, 29, 463–481.Google Scholar
  76. 76.
    Lee, K. C., Kang, I., & McKnight, D. H. (2007). Transfer from offline trust to key online perceptions: An empirical study. IEEE Transactions on Engineering Management, 54, 729–741.Google Scholar
  77. 77.
    Liao, Y. W., Wang, Y. S., & Yeh, C. H. (2014). Exploring the relationship between intentional and behavioral loyalty in the context of e-tailing. Internet Research, 24, 668–686.Google Scholar
  78. 78.
    Lipsey, M. W., & Wilson, D. B. (2001). Practical meta-analysis. Thousand Oaks, CA: Sage Publications.Google Scholar
  79. 79.
    Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69, 201–209.Google Scholar
  80. 80.
    Mittal, B., & Lassar, W. M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12, 177–194.Google Scholar
  81. 81.
    Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38, 131–142.Google Scholar
  82. 82.
    Mittal, V., Kumar, P., & Tsiros, M. (1999). Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach. Journal of Marketing, 63, 88–101.Google Scholar
  83. 83.
    Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29, 314–328.Google Scholar
  84. 84.
    Morgan, N. A., & Rego, L. L. (2006). The value of different customer satisfaction and loyalty metrics in predicting business performance. Marketing Science, 25, 426–439.Google Scholar
  85. 85.
    Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20–38.Google Scholar
  86. 86.
    Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992). A catastrophe model for developing service satisfaction strategies. Journal of Marketing, 56, 83–95.Google Scholar
  87. 87.
    Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–34.Google Scholar
  88. 88.
    Palacios-Marques, D., Guijarro, M., & Carrilero, A. (2016). The use of customer-centric philosophy in hotels to improve customer loyalty. Journal of Business & Industrial Marketing, 31, 339–348.Google Scholar
  89. 89.
    Peña, A. I. P., Jamilena, D. M. F., & Molina, M. Á. R. (2013). Antecedents of loyalty toward rural hospitality enterprises: The moderating effect of the customer’s previous experience. International Journal of Hospitality Management, 34, 127–137.Google Scholar
  90. 90.
    Pollack, B. L. (2009). Emerald article: Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing, 23, 42–50.Google Scholar
  91. 91.
    Pollack, B. L., & Alexandrov, A. (2013). Nomological validity of the Net Promoter Index question. Journal of Services Marketing, 27, 118–129.Google Scholar
  92. 92.
    Pritchard, M. P., & Howard, D. R. (1997). The loyal traveler: Examining a typology of service patronage. Journal of Travel Research, 35, 2–10.Google Scholar
  93. 93.
    Räikkönen, J., & Honkanen, A. (2016). Making it right the third time? Pursuing satisfaction and loyalty in a double service recovery. Scandinavian Journal of Hospitality and Tourism, 16, 333–351.Google Scholar
  94. 94.
    Raimondo, M. A., Miceli, G., & Costabile, M. (2008). How relationship age moderates loyalty formation. Journal of Service Research, 11, 142–160.Google Scholar
  95. 95.
    Ranjan, K. R., Sugathan, P., & Rossmann, A. (2015). A narrative review and meta-analysis of service interaction quality: New research directions and implications. Journal of Services Marketing, 29, 3–14.Google Scholar
  96. 96.
    Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60, 21–31.Google Scholar
  97. 97.
    Reichheld, F. F. (1993). Loyalty-based management. Harvard Business Review, 71, 64–73.Google Scholar
  98. 98.
    Reichheld, F. F. (2003). The one number you need to grow. Harvard Business Review, 81, 46–55.Google Scholar
  99. 99.
    Reichheld, F. F., & Sasser, W. E., Jr. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68, 105–111.Google Scholar
  100. 100.
    Reynolds, K. E., & Arnold, M. J. (2000). Customer loyalty to the salesperson and the store: Examining relationship customers in an upscale retail context. The Journal of Personal Selling and Sales Management, 20, 89–98.Google Scholar
  101. 101.
    Rosenthal, R. (1994). Parametric measures of effect size. In H. Cooper, L. V. Hedges, & J. C. Valentine (Eds.), The handbook of research synthesis (pp. 231–244). New York: Russell Sage Foundation.Google Scholar
  102. 102.
    Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23, 393–404.Google Scholar
  103. 103.
    Rushkoff, D. (1994). Media virus. New York: Ballantine Books.Google Scholar
  104. 104.
    Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do satisfied customers buy more? Examining moderating influences in a retailing context. Journal of Marketing, 69, 26–43.Google Scholar
  105. 105.
    Shin, D. H. (2015). Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares. Telecommunications Policy, 39, 627–641.Google Scholar
  106. 106.
    Shin, D. H. (2015). Quality of experience: Beyond the user experience of smart services. Total Quality Management & Business Excellence, 26, 919–932.Google Scholar
  107. 107.
    Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33, 453–463.Google Scholar
  108. 108.
    Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 18, 345–370.Google Scholar
  109. 109.
    Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52, 93–107.Google Scholar
  110. 110.
    Singh, J., & Pandya, S. (1991). Exploring the effects of consumers′ dissatisfaction level on complaint behaviours. European Journal of Marketing, 25, 7–21.Google Scholar
  111. 111.
    Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74, 223–245.Google Scholar
  112. 112.
    So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with retail service brands: The role of customer engagement. Journal of Service Management, 27, 170–193.Google Scholar
  113. 113.
    Sun, T., Youn, S., Wu, G., & Kuntaraporn, M. (2006). Online word-of-mouth (or mouse): An exploration of its antecedents and consequences. Journal of Computer-Mediated Communication, 11, 1104–1127.Google Scholar
  114. 114.
    Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29, 16–35.Google Scholar
  115. 115.
    Taylor, S. A., Celuch, K., & Goodwin, S. (2004). The importance of brand equity to customer loyalty. Journal of Product & Brand Management, 13, 217–227.Google Scholar
  116. 116.
    Thomas, A. B., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42, 1095–1105.Google Scholar
  117. 117.
    Thomas, G. M. (2004). Building the buzz in the hive mind. Journal of Consumer Behaviour, 4, 64–72.Google Scholar
  118. 118.
    Tranberg, H., & Hansen, F. (1986). Patterns of brand loyalty: Their determinants and their role for leading brands. European Journal of Marketing, 20, 81–109.Google Scholar
  119. 119.
    Tucker, A. (1993). The growing importance of linear algebra in undergraduate mathematics. The College Mathematics Journal, 24, 3–9.Google Scholar
  120. 120.
    Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30, 314–331.Google Scholar
  121. 121.
    Verma, V., Sharma, D., & Sheth, J. (2016). Does relationship marketing matter in online retailing? A meta-analytic approach. Journal of the Academy of Marketing Science, 44, 206–217.Google Scholar
  122. 122.
    Visaggio, G. (2000). Value-based decision model for renewal processes in software maintenance. Annals of Software Engineering, 9, 215–233.Google Scholar
  123. 123.
    Völckner, F., & Hofmann, J. (2007). The price-perceived quality relationship: A meta-analytic review and assessment of its determinants. Marketing Letters, 18, 181–196.Google Scholar
  124. 124.
    Walsh, G., Evanschitzky, H., & Wunderlich, M. (2008). Identification and analysis of moderator variables: Investigating the customer satisfaction–loyalty link. European Journal of Marketing, 42, 977–1004.Google Scholar
  125. 125.
    Walsh, G., Mitchell, V. W., Jackson, P. R., & Beatty, S. E. (2009). Examining the antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20, 187–203.Google Scholar
  126. 126.
    Wang, D., Chen, Y., Xu, J. (2017). Knowledge management of web financial reporting in human-computer interactive perspective. Eurasia Journal of Mathematics Science and Technology Education, 13(7), 3349–3373.Google Scholar
  127. 127.
    Wang, D., Liu, J., Wang, X., Chen, Y. (2018). Cost-effectiveness analysis and evaluation of a ‘three-old’reconstruction project based on smart system[J]. Cluster Computing.  https://doi.org/10.1007/s10586-017-1490-3.CrossRefGoogle Scholar
  128. 128.
    Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China. Managing Service Quality: An International Journal, 13, 72–83.Google Scholar
  129. 129.
    Wang, D., Zha, Y., Bi, G., Chen, Y. (2018). A Meta-analysis of satisfaction-loyalty relationship in E-commerce: sample and measurement characteristics as moderators. Wireless Personal Communications.  https://doi.org/10.1007/s11277-018-5488-9.CrossRefGoogle Scholar
  130. 130.
    Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24, 258–270.Google Scholar
  131. 131.
    Wetzels, M., de Ruyter, K., & van Birgelen, M. (1998). Marketing service relationships: The role of commitment. Journal of Business & Industrial Marketing, 13, 406–423.Google Scholar
  132. 132.
    Woisetschläger, D. M., Lentz, P., & Evanschitzky, H. (2011). How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings. Journal of Business Research, 64, 800–808.Google Scholar
  133. 133.
    Wolf, F. M. (1986). Meta-analysis: Quantitative methods for research synthesis. Newbury Park: SAGE Publications.Google Scholar
  134. 134.
    Xu, C., Peak, D., & Prybutok, V. (2015). A customer value, satisfaction, and loyalty perspective of mobile application recommendations. Decision Support Systems, 79, 171–183.Google Scholar
  135. 135.
    Žabkar, V., Brenčič, M. M., & Dmitrović, T. (2010). Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level. Tourism Management, 31, 537–546.Google Scholar
  136. 136.
    Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52, 645–656.Google Scholar
  137. 137.
    Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12, 269–294.Google Scholar

Copyright information

© Springer Science+Business Media, LLC, part of Springer Nature 2018

Authors and Affiliations

  • Hongwei Liu
    • 1
  • Yujing Chen
    • 1
    • 2
  • Yong Zha
    • 3
  • Liuyi Ling
    • 3
  • Dong Wang
    • 4
    Email author
  1. 1.School of ManagementGuangdong University of TechnologyGuangzhouPeople’s Republic of China
  2. 2.School of InsuranceGuangdong University of FinanceGuangzhouPeople’s Republic of China
  3. 3.School of ManagementUniversity of Science and Technology of ChinaHefeiPeople’s Republic of China
  4. 4.School of Business AdministrationGuangzhou UniversityGuangzhouPeople’s Republic of China

Personalised recommendations