Loyalty, Investment Model and New Media - A Correlation Study in Banking Services in Montenegro
References
- 1. Auh, S., Bell, S.J., McLeod, C.S. and Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, Vol. 88 No. 3, 359-70.10.1016/j.jretai.2007.03.001
- 2. Backman, S. J., and J.L. Crompton (1991). The Usefulness of Selected Variables for Predicting Activity Loyalty. Leisure Sciences, 13: 205-20.
- 3. Beerli, A., J.D. Martin, and A. Quintana (2004). A Model of Customer Loyalty in the Retailing Banking Market. European Journal of Marketing, 38 (1/2): 253-75.
- 4. Brown, J., Broderick, A.J. & Lee, N. (2007) Word of mouth communication within online communities: conceptualizing the online social network. Journal Of Interactive Marketing. Vol. 21. No. 310.1002/dir.20082
- 5. Chung, C.M.Y. and Darke, P.R. (2006). The consumer as advocate: selfrelevance, culture and word-of-mouth. Marketing Letters, Vol. 17, 269-79.10.1007/s11002-006-8426-7
- 6. Godes, D. and Mayzlin, D. (2004). Using online conversations to study word-of-mouth communications. Marketing Science, Vol. 23 No. 4, pp 545-60.10.1287/mksc.1040.0071
- 7. Harris, L.C., & M.M.H. Goode (2004). The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics. Journal of Retailing, Vol. 8010.1016/j.jretai.2004.04.002
- 8. Hong, S.-C. and Goo, Y.J.J. (2004). A causal model of customer loyalty in professional service firms: an empirical study. International Journal of Management, Vol. 21 No. 4, pp. 531-40.
- 9. Le, B., and C. R. Agnew (2003). “Commitment and Its Theorized Determinants: A Meta-Analysis of the Investment Model.” Personal Relationships, 10: 37-5710.1111/1475-6811.00035
- 10. Mattila, A.S. (2004). The impact of service failures on customer loyalty: the moderating role of affective commitment. International Journal of Service Industry Management, Vol. 15 No. 2, 134-49.
- 11. Morais, D. B., M. J. Dorsch, and S. J. Backman (2004). Can Tourism Providers Buy Their Customers’ Loyalty? Examining the Influence of Customer-Provider Investments on Loyalty. Journal of Travel Research, 42 (3): 235-43.
- 12. Nunnally, J. & Bernstein, I. (1994) Psychometric Theory (3rd ed). New York: McGraw-Hill
- 13. Oliver, R.L. 1999. Whence consumer loyalty? Journal of Marketing, Vol. 63, 33-44.
- 14. Pullman, M.E. and Gross, M.A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, Vol. 35 No. 3, 551-78.10.1111/j.0011-7315.2004.02611.x
- 15. Rundle-Thiele, S. and Mackay, M.M. 2001. Assessing the performance of brand loyalty measures, Journal of Services Marketing, Vol. 15 No. 7, 529-46.
- 16. Rusbult, C. E. (1980a). Commitment and satisfaction in romantic associations: a test of the Investment model. Journal of Experimental Social Psychology, 16: 172-86.10.1016/0022-1031(80)90007-4
- 17. Rusbult, C. E. (1980b). “Satisfaction and Commitment in Friendships.” Representative Research in Social Psychology, 11: 96-105.
- 18. Salgaonkar, P.B. and Mekoth, N. (2004). Patient as a source of recommendation and its influence on another patient’s loyalty to the physician: an exploratory empirical study. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 17, pp. 16-26.
- 19. Sen, S. and Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, Vol. 21 No. 4, pp. 76-94.10.1002/dir.20090
- 20. Smith, D., Menon, S. & Sivakumar, K. (2005) Online peer and editorial recommendations, trust, and choice in virtual markets. Journal of Interactive Marketing. Vol. 19 No. 310.1002/dir.20041
- 21. Srinivasan, S. S., R. Anderson, & K. Ponnavolu. (2002). Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences. Journal of Retailing, Vol. 7810.1016/S0022-4359(01)00065-3
- 22. Villanueva, J., Shijin Yoo, and Dominique M. Hanssens (2008). The Impact of Marketing-Induced Word-of-Mouth Customer Acquisition on Customer Equity Growth. Journal of Marketing Research: February 2008, Vol. 45, No. 1, pp. 48-59. 10.1509/jmkr.45.1.48
DOI: https://doi.org/10.1515/jcbtp-2017-0002 | Journal eISSN: 2336-9205
Language: English
Page range: 15 - 28
Submitted on: Jun 11, 2016
Accepted on: Nov 11, 2016
Published on: Feb 8, 2017
Published by: Central Bank of Montenegro
In partnership with: Paradigm Publishing Services
Publication frequency: 3 times per year
Keywords:
Related subjects:
© 2017 Bojana Femić-Radosavović, Milorad Jovović, published by Central Bank of Montenegro
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.