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Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link

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  • Kuppelwieser, Volker G.
  • Sarstedt, Marko

Abstract

Anecdotal evidence suggests that older individuals behave more emotionally and less cognitively due to their decreasing biological, cognitive, and/or social abilities, or a combination thereof. However, in the psychology and aging literatures, recent research indicates that the sense of future time is a better predictor of consumer perceptions, attitudes, and behaviors than chronological age. Tying in with these research streams, this paper introduces individuals' future time perspective (FTP) as a moderator of the well-known satisfaction–loyalty relationship. More precisely, this paper demonstrates that FTP influences the satisfaction–loyalty relationship by (1) driving customer loyalty, and (2) moderating the relationship between these two constructs. Besides contributing an important concept to the business research literature, the findings provide evidence that explains the previous heterogeneous results of chronological age-related research. This concept allows for a more nuanced analysis of aging's impact on the perceptions, attitudes, and behaviors of consumers.

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  • Kuppelwieser, Volker G. & Sarstedt, Marko, 2014. "Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link," Journal of Business Research, Elsevier, vol. 67(12), pages 2620-2627.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:12:p:2620-2627
    DOI: 10.1016/j.jbusres.2014.03.021
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    1. Sarstedt, Marko & Diamantopoulos, Adamantios & Salzberger, Thomas & Baumgartner, Petra, 2016. "Selecting single items to measure doubly concrete constructs: A cautionary tale," Journal of Business Research, Elsevier, vol. 69(8), pages 3159-3167.
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    3. Adnan Zogaj & Dieter K. Tscheulin & Jörg Lindenmeier & Stephan Olk, 2021. "Linking actual self-congruence, ideal self-congruence, and functional congruence to donor loyalty: the moderating role of issue involvement," Journal of Business Economics, Springer, vol. 91(3), pages 379-400, April.
    4. Larry P. Pleshko & Richard A. Heiens, 2015. "An Investigation Of Chronological Versus Cognitive Age Impact In The Kuwait Coffee Shop Market," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 6(1).
    5. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    6. Piris, Yolande & Gay, Anne-Cécile, 2021. "Customer satisfaction and natural language processing," Journal of Business Research, Elsevier, vol. 124(C), pages 264-271.
    7. Kuppelwieser, Volker G. & Sarstedt, Marko & Tuzovic, Sven, 2014. "The role of context and motivation variables in mobile commerce usage — A further perspective on Chong (2013)," Technological Forecasting and Social Change, Elsevier, vol. 88(C), pages 156-161.

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