Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model

Anand Jaiswal and Rakesh Niraj ()

Working Papers from eSocialSciences

Abstract: Extant research has widely investigated linear functional forms in satisfaction and loyalty models. In this study with the use of nonlinear form, the relationship between satisfaction, attitudinal loyalty, purchase loyalty and customer behavioral intentions, such as willingness to pay more and external and internal complaining responses in the context of business-to-consumer e-commerce, has been discussed. It has found modest empirical support for nonlinear effects in the relationship. Results support nonlinearity only in the case of attitudinal loyalty to internal complaining response link. Results also present evidence about the mediating role of attitudinal loyalty in the relationship between satisfaction, purchase loyalty, willingness to pay more and internal complaining responses. [W.P. No.2007-11-01]

Keywords: Nonlinearity; satisfaction; attitudinal loyalty; purchase loyalty; behavioral intentions (search for similar items in EconPapers)
Date: 2010-08
New Economics Papers: this item is included in nep-mkt
Note: Institutional Papers
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Working Paper: Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model (2007)
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