Concepedia

Customer satisfaction, loyalty and commitment in service organizations

Management Research News · 2006 · 331 citations · 42 references

Concepts

Customer SatisfactionPresent Study AttemptsGreek ContextService QualityService ResearchManagementBusinessConsumer ResearchMarketing InsightsCustomer InvolvementMarketingCustomer LoyaltyCustomer Service

Abstract

Purpose – The present study attempts to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context.

References

42

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Parallel Analysis, Univariate Analysis, Multivariate Data Analysis +15

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Henry F. Kaiser · Psychometrika · 1974 · 13.6K citations

Affective commitment to the organization: The contribution of perceived organizational support.

Linda Rhoades, Robert Eisenberger, Stephen Armeli · Journal of Applied Psychology · 2001 · 2.3K citations

Customer Satisfaction, Organizational Support, Human Resource Management +19

Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

David M. Szymanski, David H. Henard · Journal of the Academy of Marketing Science · 2001 · 2K citations

Customer Satisfaction, Service Quality, Management +5

An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

Steven A. Taylor, Thomas L. Baker · Journal of Retailing · 1994 · 2K citations

Customer Satisfaction, Service Quality, Service Research +10