The relationships of customer-perceived value, satisfaction, loyalty and behavioral intentions

Gounaris, S.P., Tzempelikos, N.A. and Chatzipanagiotou, K. (2007) The relationships of customer-perceived value, satisfaction, loyalty and behavioral intentions. Journal of Relationship Marketing, 6(1), pp. 63-87. (doi: 10.1300/J366v06n01_05)

Abstract

The concept of Customer-Perceived Value (CPV) has become a matter of increasing concern in marketing literature. However, there are few empirical studies that attempt to examine the notion of it. Filling this gap, this study provides a conceptual as well as empirical investigation of CPV as a formative construct and also offers an insight regarding the role of CPV in influencing, through satisfaction and loyalty, the behavioral intentions of word of mouth, repurchase intention and cross-buying. Furthermore, the potential moderating role of social pressure in the relationship between satisfaction and loyalty is also examined. The results suggest that delivering superior customer value enables a firm to achieve favorably behavioral intentions. Implications for practice, study limitations and future research are discussed.

• Item Type: Articles
• Status: Published
• Refereed: Yes
• Glasgow Author(s) Enlighten ID: Chatzipanagiotou, Dr Kalliopi
• Authors: Gounaris, S.P., Tzempelikos, N.A., and Chatzipanagiotou, K.
• College/School: College of Social Sciences > Adam Smith Business School > Management
• Journal Name: Journal of Relationship Marketing
• ISSN: 1533-2667
• ISSN (Online): 1533-2675
• Published Online: 30 September 2009