Commitment, satisfaction, and customer loyalty: a theoretical explanation of the ‘satisfaction trap’

Xiaobo Wu, Haojun Zhou and Dong Wu

The Service Industries Journal, 2010, vol. 32, issue 11, 1759-1774

Abstract: This paper examines the relationship between satisfaction and customer loyalty and the moderating effects of affective and calculative commitment. The results suggest that while customer loyalty increases monotonically with the enhancement of satisfaction, the marginal effect of satisfaction on customer loyalty actually decreases. Calculative commitment positively moderates the curvilinear relationship of satisfaction and customer loyalty, i.e. enhancing calculative commitment could intensify the relationship between satisfaction and customer loyalty. Affective commitment has no significant moderating effect on the relationship of satisfaction and customer loyalty, but it can directly enhance the customer loyalty. The research findings can help us to explain the phenomenon of the ‘satisfaction trap’.

Date: 2010
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DOI: 10.1080/02642069.2010.550043

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