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dc.contributor.authorLarivière, B.
dc.contributor.authorKeiningham, T. L.
dc.contributor.authorAksoy, L.
dc.contributor.authorYalçın, Atakan
dc.contributor.authorMorgeson III, F. V.
dc.contributor.authorMithas, S.
dc.date.accessioned2015-10-12T08:09:57Z
dc.date.available2015-10-12T08:09:57Z
dc.date.issued2016-02
dc.identifier.issn0022-2437
dc.identifier.urihttp://hdl.handle.net/10679/936
dc.identifier.urihttp://journals.ama.org/doi/abs/10.1509/jmr.12.0143
dc.descriptionDue to copyright restrictions, the access to the full text of this article is only available via subscription.en_US
dc.description.abstractThis study examines the relationship between customer satisfaction, loyalty intention and shareholder value at the firm and individual customer level. The authors also explore industry differences by using a multilevel and random-effects approach in which individual customer scores are nested within firm-level data and the estimated interrelationships are treated as random coefficients that are explained by industry characteristics. They compile a unique and detailed data set, which covers 10 years of information on 137 firms, and includes a matched sample of 189,069 customers from multiple sources such as the ACSI, CRSP and COMPUSTAT, to yield three important insights. First, aggregate firm level effects may overestimate the impact that satisfaction has at the individual customer level. Second, a consideration of loyalty intention or repurchase intention as the mediator can improve our understanding of the satisfaction- shareholder value relationship, and that the relationship can vary across firms. Finally, the influence of satisfaction and loyalty intentions on shareholder value varies by industry. Implications of findings for researchers, managers and investors are discussed.en_US
dc.language.isoengen_US
dc.publisherAmerican Marketing Associationen_US
dc.relation.ispartofJournal of Marketing Research
dc.rightsrestrictedAccess
dc.titleModeling heterogeneity in the satisfaction, loyalty intention and shareholder value linkage: a cross industry analysis at the customer and firm levelen_US
dc.typeArticleen_US
dc.peerreviewedyesen_US
dc.publicationstatuspublisheden_US
dc.contributor.departmentÖzyeğin University
dc.contributor.authorID(ORCID 0000-0002-0939-9236 & YÖK ID 179934) Yalçın, Atakan
dc.contributor.ozuauthorYalçın, Atakan
dc.identifier.volume53
dc.identifier.issue1
dc.identifier.startpage91
dc.identifier.endpage109
dc.identifier.wosWOS:000373617200007
dc.identifier.doi10.1509/jmr.12.0143
dc.subject.keywordsCustomer Satisfactionen_US
dc.subject.keywordsLoyalty Intentionen_US
dc.subject.keywordsShareholder Valueen_US
dc.subject.keywordsHeterogeneityen_US
dc.subject.keywordsMediationen_US
dc.subject.keywordsCustomer Levelen_US
dc.subject.keywordsFirm Levelen_US
dc.subject.keywordsIndustry Effectsen_US
dc.identifier.scopusSCOPUS:2-s2.0-84961812769
dc.contributor.authorMale1


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