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To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?

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  • Russo, Ivan
  • Confente, Ilenia
  • Gligor, David M.
  • Autry, Chad W.

Abstract

The article investigates how firms can achieve high levels of customer loyalty under different configurations of perceived switching costs, returns management, customer value, and customer satisfaction.

Suggested Citation

  • Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:2:p:888-896
    DOI: 10.1016/j.jbusres.2015.07.002
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    References listed on IDEAS

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    1. Kumar, V. & Pozza, Ilaria Dalla & Ganesh, Jaishankar, 2013. "Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research," Journal of Retailing, Elsevier, vol. 89(3), pages 246-262.
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    15. Leischnig, Alexander & Kasper-Brauer, Kati, 2015. "Employee Adaptive Behavior in Service Enactments," Journal of Business Research, Elsevier, vol. 68(2), pages 273-280.
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    Cited by:

    1. Faheem Gul Gilal & Justin Paul & Asha Thomas & Lia Zarantonello & Rukhsana Gul Gilal, 2023. "Brand passion: a systematic review and future research agenda," Journal of Brand Management, Palgrave Macmillan, vol. 30(6), pages 490-515, November.
    2. Sayibu Ibrahim Nnindini & Justice Boateng Dankwah, 2022. "Consumer Loyalty and Brand Marketing Programs in an Emerging Economy: Evidence from the Automobile Industry," Information Management and Business Review, AMH International, vol. 13(4), pages 23-38.
    3. Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
    4. Yumeng Wang & Jiaxu Li & Xiangzhi Kong, 2022. "What Drives Land Abandonment in Core Grain-Producing Areas? Evidence from China," IJERPH, MDPI, vol. 19(9), pages 1-19, April.
    5. Syed Tariq Anwar, 2017. "Alibaba: Entrepreneurial growth and global expansion in B2B/B2C markets," Journal of International Entrepreneurship, Springer, vol. 15(4), pages 366-389, December.
    6. Russo, Ivan & Confente, Ilenia, 2019. "From dataset to qualitative comparative analysis (QCA)—Challenges and tricky points: A research note on contrarian case analysis and data calibration," Australasian marketing journal, Elsevier, vol. 27(2), pages 129-135.
    7. Ilenia Confente & Ivan Russo, 2018. "Qualitative Comparative Analysis (QCA): A useful methodological tool for research in the social sciences. An example from the online word-of-mouth context," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2018(4), pages 87-108.
    8. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    9. Ye Jin & Qingning Lin & Shiping Mao, 2022. "Tanzanian Farmers’ Intention to Adopt Improved Maize Technology: Analyzing Influencing Factors Using SEM and fsQCA Methods," Agriculture, MDPI, vol. 12(12), pages 1-23, November.
    10. Gilal Faheem Gul & Gilal Naeem Gul & Gilal Rukhsana Gul & Gong Zhenxing & Gilal Waseem Gul & Tunio Muhammad Nawaz, 2021. "The Ties That Bind: Do Brand Attachment and Brand Passion Translate Into Consumer Purchase Intention?," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(1), pages 14-38, March.
    11. Rosa Dayanna & Rua Orlando Lima, 2020. "Relationship Marketing and Intangible Resources: The Mediating Effect of Loyalty," Review of Marketing Science, De Gruyter, vol. 18(1), pages 117-143, September.
    12. Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
    13. Overstreet, Robert E. & Morgan, Tyler R. & Laczniak, Russell N. & Daugherty, Patricia J., 2022. "Stemming the tide of increasing retail returns: Implications of targeted returns policies," Journal of Business Research, Elsevier, vol. 151(C), pages 551-562.
    14. Sgarbossa, Fabio & Russo, Ivan, 2017. "A proactive model in sustainable food supply chain: Insight from a case study," International Journal of Production Economics, Elsevier, vol. 183(PB), pages 596-606.
    15. Jaroslav Nenadál & David Vykydal & Eva Tylečková, 2021. "Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    16. Marta Dapena-Baron & Thomas W. Gruen & Lin Guo, 2020. "Heart, head, and hand: a tripartite conceptualization, operationalization, and examination of brand loyalty," Journal of Brand Management, Palgrave Macmillan, vol. 27(3), pages 355-375, May.

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