Customer Satisfaction
University of Iowa
Iowa Research Online
Theses and Dissertations
2012
Three essays on the customer satisfaction-customer loyalty association
Young Han Bae
University of Iowa
Copyright 2012 Young Han Bae
This dissertation is available at Iowa Research Online: http://ir.uiowa.edu/etd/3255
Follow this and additional works at: http://ir.uiowa.edu/etd
Part of theBusiness Administration, Management, and Operations Commons
Recommended Citation
Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association." dissertation, University of Iowa, 2012. http://ir.uiowa.edu/etd/3255.THREE ESSAYS ON THE CUSTOMER SATISFACTION-CUSTOMER LOYALTY
ASSOCIATION
by
Young Han Bae
An Abstract
Of a thesis submitted in partial fulfillment of the requirements for the Doctor of
Philosophy degree in Business Administration in the Graduate College of
The University of Iowa
July 2012
Thesis Supervisors: Associate Professor Lopo L. Rego
Professor Gary J. Russell1
ABSTRACT
The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding ofthis essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry
Iowa Research Online
Theses and Dissertations
2012
Three essays on the customer satisfaction-customer loyalty association
Young Han Bae
University of Iowa
Copyright 2012 Young Han Bae
This dissertation is available at Iowa Research Online: http://ir.uiowa.edu/etd/3255
Follow this and additional works at: http://ir.uiowa.edu/etd
Part of theBusiness Administration, Management, and Operations Commons
Recommended Citation
Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association." dissertation, University of Iowa, 2012. http://ir.uiowa.edu/etd/3255.THREE ESSAYS ON THE CUSTOMER SATISFACTION-CUSTOMER LOYALTY
ASSOCIATION
by
Young Han Bae
An Abstract
Of a thesis submitted in partial fulfillment of the requirements for the Doctor of
Philosophy degree in Business Administration in the Graduate College of
The University of Iowa
July 2012
Thesis Supervisors: Associate Professor Lopo L. Rego
Professor Gary J. Russell1
ABSTRACT
The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding ofthis essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry