The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image

被引：175
|
作者：
Nyadzayo, Munyaradzi W. [1 ]
Khajehzadeh, Saman [2 ]
机构：
[1] Swinburne Univ Technol, Dept Mkt & Management, Cnr Wakefield & William St, Hawthorn, Vic 3122, Australia
[2] Griffith Univ, Griffith Business Sch, Gold Coast Campus, Nathan, Qld 4222, Australia
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2016年 / 30卷
关键词：
Service quality; Customer satisfaction; Customer value; Customer relationship management; Brand image; Customer loyalty; Car dealerships; SERVICE QUALITY; PERCEIVED VALUE; BEHAVIORAL INTENTIONS; SWITCHING COSTS; SATISFACTION; COMMITMENT; TRUST; DIMENSIONS; PERFORMANCE; EQUITY;
D O I：
10.1016/j.jretconser.2016.02.002
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study examines the mediating role of customer relationship management (CRM) quality to better explain the effects of service evaluation variables (service quality, customer satisfaction and customer value) on customer loyalty. The study also investigates the moderating effect of brand image on these mediated relationships. The mediating role of CRM quality on the relationship between the service evaluation variables and customer loyalty is supported. Further, it is found that the indirect effect of customer satisfaction on customer loyalty via CRM quality is stronger when perceived brand image is high than when it is low. The results have implications for relationship managers, brand managers and scholars who use service evaluation and relational metrics to predict customer loyalty. (C) 2016 Elsevier Ltd. All rights reserved.
引用
收藏
页码：262 / 270
页数：9
相关论文
共 50 条
  • [1] Satisfaction as Effect Mediation of Brand Image and Customer Relationship Management on Customer's Loyalty
    Ferdiawan, Yusva
    Hermawan, Agus
    Wardana, Ludi Wishnu
    Arief, Mohammad
    Sarbini
    [J]. FIRST INTERNATIONAL RESEARCH CONFERENCE ON ECONOMICS AND BUSINESS (IRCEB), 2018, : 34 - 50
  • [2] A meta-model of customer brand loyalty and its antecedents
    Desveaud, Kathleen
    Mandler, Timo
    Eisend, Martin
    [J]. JOURNAL OF BUSINESS RESEARCH, 2024, 176
  • [3] Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty
    Sao Mai Dam
    Tri Cuong Dam
    [J]. JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2021, 8 (03): : 585 - 593
  • [4] The moderating effect of customer engagement on the brand image - brand loyalty relationship
    Greve, Goetz
    [J]. 2ND INTERNATIONAL CONFERENCE ON STRATEGIC INNOVATIVE MARKETING, 2014, 148 : 203 - 210
  • [5] Customer Loyalty and Customer Relationship Management
    Zhang, Pengwei
    Li, Min
    Jiao, Xiaojing
    Zhou, Ruijin
    [J]. ADVANCED RESEARCH ON ELECTRONIC COMMERCE, WEB APPLICATION, AND COMMUNICATION, PT 2, 2011, 144 : 432 - 436
  • [6] CUSTOMER LOYALTY TO THE BRAND AND COMPANY IMAGE
    Ober, Jozef
    [J]. AKTUALNE PROBLEMY PODNIKOVEJ SFERY 2013, 2013, : 424 - 429
  • [7] The Evaluation Model of Customer Loyalty Based on the Customer Relationship Management
    Li, Xiaorong
    Gu, YouJin
    [J]. EBM 2010: INTERNATIONAL CONFERENCE ON ENGINEERING AND BUSINESS MANAGEMENT, VOLS 1-8, 2010, : 2406 - 2409
  • [8] Service quality, relationship quality, e-service quality, and customer loyalty in the container shipping service context: a moderated mediation model
    Liao, Chun-Hsiung
    Lu, Chin-Shan
    Yu, Ying-Hsin
    [J]. INTERNATIONAL JOURNAL OF SHIPPING AND TRANSPORT LOGISTICS, 2024, 18 (01) : 1 - 29
  • [9] The Effects of Image, Brand and Quality on Customer Loyalty of Sharia Banking
    Riyadi, Slamet
    [J]. JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2021, 8 (03): : 1315 - 1325
  • [10] The Effect of Service Quality Among Customer Satisfaction, Brand Loyalty and Brand Image
    Yang, K. F.
    Yang, H. W.
    Chang, W. Y.
    Chien, H. K.
    [J]. 2017 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT (IEEM), 2017, : 2286 - 2290
12345