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The Drivers And Antecedents Of Satisfaction, Trust, Commitment, And Loyalty Among Chinese Customers, Yun Chu
The Drivers And Antecedents Of Satisfaction, Trust, Commitment, And Loyalty Among Chinese Customers, Yun Chu
Theses and Dissertations - UTB/UTPA
This dissertation explores the relationship between satisfaction, trust, commitment, and loyalty among Chinese customers. The selection of China as the location for this study is due to a number of factors. China's economic expansion and recent ascension to full membership within the World Trade Association (WTO) has generated “excitement, uncertainty, and fear” (Ghoshal, 2003). In the recent past trade with China has grown at on average of 15 percent a year and foreign direct investment (FDI) into the country has grown even faster (Ghoshal, 2003). This growth may result in an interesting paradox. If China maintains just two thirds of …
Community, Fortitude, Satisfaction, And Loyalty: Tests Of Oliver's Proposed Frameworks, J. Martin Fraering
Community, Fortitude, Satisfaction, And Loyalty: Tests Of Oliver's Proposed Frameworks, J. Martin Fraering
Theses and Dissertations - UTB/UTPA
This paper discusses tests of two competing loyalty frameworks proposed by Richard L. Oliver. The cognition to action (CTA) loyalty model specifies four phases: cognitive loyalty, affective loyalty, conative loyalty, and action loyalty, a framework originally discussed by Oliver. The fortitude-community (F-C) loyalty model argues that loyalty is a function of the degree of personal fortitude and the extent to which customers feel that they are members of a community of consumers. In both of these models loyalty is posited to arise from customer satisfaction. Research hypotheses are formulated that assert positive relationships between satisfaction and various loyalty constructs. The …
The Antecedents And Consequences Of Customer Loyalty: The Roles Of Customer Satisfaction And Consumer Trust -Commitment, Sergio Alonso
The Antecedents And Consequences Of Customer Loyalty: The Roles Of Customer Satisfaction And Consumer Trust -Commitment, Sergio Alonso
Theses and Dissertations - UTB/UTPA
The objective of this dissertation is to develop and test a model of customer loyalty. This model can help explain the process that a customer follows to pledge loyalty, sometimes even subconsciously, to a product or service provider. From the provider's perspective, this process enables a firm to have a superior marketing performance based on the consideration that a loyal customer always is going to repurchase from the same provider. The whole model is composed of two sides: the firm and the consumer side. The firm is the entity that starts the process with the production of a consumer value …