I am interested in customer behavioral loyalty or repurchase intention. Any help would be extremely welcomed
Rodoula, thanks a lot for providing me with your precious articles. I see that you are using brand loyalty measurement, that include both behavioral and attitudional loyalty. I am interested only in behavioral one. I need behavioral loyalty from perspective of giving a second chance to a seller or provider. But still I think that i can modify scales used in your studies. Thanks one more time
There are many ways to measure repurchase intentions. We document many of them in our MSI paper. We also used a loyalty intention metric in a recent paper on customer commitment. The citations for each paper are below. I hope they are useful.
Mittal, Vikas, and Carly Frennea. "Customer satisfaction: a strategic review and guidelines for managers." MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA (2010).
Keiningham, Timothy L., Carly M. Frennea, Lerzan Aksoy, Alexander Buoye, and Vikas Mittal. "A Five-Component Customer Commitment Model Implications for Repurchase Intentions in Goods and Services Industries." Journal of Service Research 18, no. 4 (2015): 433-450.
After sale, products quality is the key for loyalty and how this quality parameters discussed in neighborhood may be relevant for you!
I attached three most popular graphical representations of measuring loyalty.
Also, please see my related publication.
I hope you find it useful.
Article THE DEGREE IN WHICH THE EXTENT OF THE EMOTIONAL COMMITMENT I...
Thanks a lot for precious help. Best luck and more inspirations in your future works
Best regards,
Anastasia Popelnukha
Behavioural outcomes of loyalty include:
i) Repurchasing from the same service provider (Zeithaml et al., 1996; Jones et al., 2000),
ii) Lower switching intentions (Bansal and Taylor, 1999; Dabholkar and Walls, 1999), and
iii) Making all purchases in a particular category from a single service provider (Reynolds and Beatty, 1999; Reynolds and Arnold, 2000).
Also, you may look at following links:
Dick, A. S.and Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22, 99-113.
Jacoby, Jacob and David B. Kyner (1973). Brand Loyalty Vs. Repeat Purchasing Behavior. Journal of Marketing Research, 10 (1), 1-9.
I hope these all work for you.
Thanks & Regards,
Mohit Jamwal
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