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Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis
Author(s) -
Homburg Christian,
Giering Annette
Publication year - 2001
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/1520-6793(200101)18:1<43::aid-mar3>3.0.co;2-i
Subject(s) - moderation , psychology , loyalty , loyalty business model , customer satisfaction , context (archaeology) , empirical research , social psychology , marketing , business , service quality , service (business) , statistics , mathematics , paleontology , biology
Previous empirical research on the relationship between customer satisfaction and loyalty has largely neglected the issue of moderator variables. In a consumer‐durables context the authors analyze the moderating effect of selected personal characteristics on the satisfaction–loyalty link. The empirical findings, which are based on multiple‐group causal analysis, show that the strength of the relationship between customer satisfaction and loyalty is strongly influenced by characteristics of the customer. Specifically, variety seeking, age, and income are found to be important moderators of the satisfaction–loyalty relationship. © 2001 John Wiley & Sons, Inc.