... (emotional intelligence [EI]), outcomes (customer loyalty, willingness to pay and word of mouth [WOM] intentions) and influences (openness to experience) of TCE are integrated. The research contributes to the theoretical debate regarding ability-based and self-reported EI measures by examining...

...Anupama Sukhu; Robert Scharff† Purpose The purpose of this research was to identify the drivers of customer loyalty in the context of green marketing. In particular, the extended theory of reasoned action model specified here added crucial constructs in consumer behavior, namely, consumers’ trust...

...Ugur Yavas; Emin Babakus; George D. Deitz; Subhash Jha Purpose – The purpose of this study is to investigate the relative efficacies of intrinsic and extrinsic cues as drivers of customer loyalty to financial institutions between male and female bank customers. Design/methodology/approach...

... is problematic due to the use of survey design. Practical implications Customer management based on satisfaction is not sufficient to keep customers' loyalty, especially in the situations of highly perceived risk and uncertainty. Marketing strategies, which reduce consumers' risks, consolidate...

...Jan Møller Jensen Purpose This study aims to assess the usefulness of Dick and Basu's framework of customer loyalty to examine consumer loyalty on the grocery product market. Design/methodology/approach After a short presentation of Dick and Basu's framework, the article discusses a number...

... 2011 Customer loyalty Change management Social trends Forecasting After looking at the past and present in celebration of its 20th anniversary, COLLOQUY now looks to the future – at the long‐range trends and forces that will shape tomorrow's business environment and revolutionize...

... systems Cluster analysis Consumer behaviour Decision making Customer loyalty An executive summary for managers and executive readers can be found at the end of this article. As mobility becomes an increasingly prevalent force shaping the lifestyles of consumers, the market...

... to engage in positive word‐of‐mouth concerning a company as a consequence of investing in the company's stock? Shareholders Brand loyalty Customer loyalty Repeat buying Investors An executive summary for managers and executive readers can be found at the end of this article...

...   Wheeler . The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Profitability . Boston, MA : Harvard Business Press   2008 . 214 pp. , ISBN: 978‐1‐4221‐1023‐2   US$29.95 © Emerald Group Publishing Limited 2009 --> Customer loyalty Customer...

... of reward points, one customer loyalty program used by many credit card issuers worldwide, are also identified. Design/methodology/approach A telephone survey and a followed regression analysis were conducted in five major cities in China with more than 400 samples. Findings Lack of awareness about...

...Russell Lacey Purpose The purpose of this paper is to investigate customer loyalty program membership effects from a multi‐faceted relational outcome perspective. Design/methodology/approach A model was developed to assess hypothesized loyalty program effects on a series of linkages between...

...Richard Lee; Jamie Murphy; Larry Neale Purpose Using an extended theory of planned behaviour (TPB) model to test how customer loyalty intentions may relate to subjective and descriptive norms, this study further seeks to determine whether consumption characteristics – product enjoyment...

.../methodology/approach The paper examines, case by case, three major telecommunications companies and identifies current and future offerings as they pertain to service initiatives and customer loyalty and retention. The paper also offers a broader overview of the telecommunications industry as a whole...

... the product as a base to gain customer satisfaction or to generate customer loyalty even if loyalty is reduced to customer retention or purchase repetition (spurious loyalty). The product can be a good starting point for providing satisfaction and generating loyalty, whereas the brand can be the mature...

..., if not pilot the locomotive, with such of‐the‐moment tactics as buzz marketing, influencer marketing and crowd‐sourcing. Marketing strategy Interpersonal communications Customer relations Customer service management Customer loyalty Viral marketing has become the defining marketing trend...

... this survey reveals. © Emerald Group Publishing Limited 2008 Customer loyalty Customer service management Loyalty schemes Perception United States of America An executive summary for managers and executive readers can be found at the end of this article. The future has already...

... and behavioural consumer loyalty. H1b. Corporate associations will have a direct influence on attitudinal and behavioural consumer loyalty. © Emerald Group Publishing Limited 2007 Corporate branding Customer loyalty Consumer durables Australia An executive summary...

.... Customer relationship management (CRM) and one‐to‐one became the hot catch‐phrases as opportunistic software developers and marketing gurus attempted redefine customer loyalty. © Emerald Group Publishing Limited 2007 Loyalty schemes Relationship marketing United States of America Customer...

... The paper takes a look at loyalty marketing prospects in South Africa and suggests that marketers develop solutions for the relatively untapped, but emerging, black middle class sector of the economy. Customer loyalty Marketing strategy South Africa Consumers It is a coincidence...

... share and show organic growth is that much more important” (Sidel and Bauerlein, 2006). A 2005 Visa Research study confirmed that loyalty rewards continue as an essential element of leading card issuers’ strategy. In the past year: Banks Marketing strategy Brands Customer loyalty...