Literature Review Summary
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF RESEARCH
The essence of the dissertation principally to carry out relationship that exist between the impact of customer satisfaction and business performance from its antecedents of customer loyalty and retention, customer relationship management, based on performance of attribute in retail industry. A case study of ASDA is presented as concept proof. A detailed background of satisfaction of customer, loyalty and retention towards product or service performance represents the continuous challenges in the corporate financial gain and loss. Organisations usually consider enhanced customer relationship management (CRM) as a reputable asset to the core function of their organisation.
A considerable discussion on impact of behaviour of customer in performance of business of literature of marketing has been outlined (Heskett et al., 1994; Nelson et al., 1992; Rust and Zahorik, 1991; Storbacka et al., 1994). On the contrary, much may have not been discussed on work of empirical that has to do with satisfaction of customer, loyalty and retention, on the premises of attributes of quality of Service. Chain of service quality concept relates quality of service, behaviour of customer and inclusively profit was proposed (Reichheld and Sasser, 1990). They argued satisfaction of customer influences value of service quality, which directly relates retention of customer, loyalty of customer. Profitability is stimulated by customer retention and loyalty. Concept of service quality shall be discussed in marketing literature and various framework developed (Parasuraman et al., 1988). There isn’t much agreement within the researchers that explains relationship amongst attributes of service quality, satisfaction of customer even though previous research has shown a positive relationship (Rust and Oliver, 1994; Fornell et al., 1996).
Looking out for core attributes of service determines satisfaction of customer and not being satisfied
INTRODUCTION
1.1 BACKGROUND OF RESEARCH
The essence of the dissertation principally to carry out relationship that exist between the impact of customer satisfaction and business performance from its antecedents of customer loyalty and retention, customer relationship management, based on performance of attribute in retail industry. A case study of ASDA is presented as concept proof. A detailed background of satisfaction of customer, loyalty and retention towards product or service performance represents the continuous challenges in the corporate financial gain and loss. Organisations usually consider enhanced customer relationship management (CRM) as a reputable asset to the core function of their organisation.
A considerable discussion on impact of behaviour of customer in performance of business of literature of marketing has been outlined (Heskett et al., 1994; Nelson et al., 1992; Rust and Zahorik, 1991; Storbacka et al., 1994). On the contrary, much may have not been discussed on work of empirical that has to do with satisfaction of customer, loyalty and retention, on the premises of attributes of quality of Service. Chain of service quality concept relates quality of service, behaviour of customer and inclusively profit was proposed (Reichheld and Sasser, 1990). They argued satisfaction of customer influences value of service quality, which directly relates retention of customer, loyalty of customer. Profitability is stimulated by customer retention and loyalty. Concept of service quality shall be discussed in marketing literature and various framework developed (Parasuraman et al., 1988). There isn’t much agreement within the researchers that explains relationship amongst attributes of service quality, satisfaction of customer even though previous research has shown a positive relationship (Rust and Oliver, 1994; Fornell et al., 1996).
Looking out for core attributes of service determines satisfaction of customer and not being satisfied
References: Aaker, D.A., Kumar, V. and Day, G.S. (2001), “Marketing Research,” (7th Ed.), United States of America: John Wiley Limited. Aaker, D., Kumar, V. and Day, G. (2007), “Marketing Research,” (9th Ed.), New Jersey: John Wiley Limited. Abelson, R.F. (1976), “Script Processing in Attitude Formation and Decision Making,” In John S.C and John, S.P (Ed.), Cognitive and Social Behaviour, Hilsdale, NJ: Erlbaum Anderson, E.W., Fornell, C Anderson, E.W. and Mittal, V. (2000), “Strengthening the Satisfaction- Profit Chain,” Journal of Service Research, Vol. 3, No. 2, pp. 107-120. Anderson, E.W. and Sullivan, M.W. (1990), “Customer Satisfaction and Retention Across Firms,” TIMS College Conference on Service Marketing, Nashville, TN, September. Anderson, E.W. and Sullivan, M.W. (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, Vol. 16, No. 2, pp.129-145. Andreassen, J.C. and Lindestad, B. (1998), “Customer loyalty and Complex Service,” International Journal of Service Management, Vol. 9, No. 1, pp. 7-23. Ansari, A. and Mela, C.F. (2003), “E-customisation,” Journal of Marketing Research, Vol. 40, No. 2, pp. 131-145. Anton, C., Cararero, C. and Carrero, M. (2007), “The Mediating Effect of Satisfaction on Consumers Switching Behaviour,” Psychology and Marketing, Vol. 24, No. 6, pp. 511-538. Armstrong, G. and Kotler, P. (2003), “Marketing: An Introduction,” (6th Ed.), New Jersey: Prentice Hall. Beardwell, I., Holden, L. and Clayton, T. (2004), “Human Resource Management: A Contemporary Approach,” (4th Ed.), Harlow, England: Prentice Hall. Berry, L.L. (1983), “Relationship Marketing,” In Emerging Perspectives on Services Marketing, American Marketing Association, pp. 25-28. Bitner, M.J., Bernard, M. and May, S.T. (1990), “The Service Encounter: Diagnosing Favourable and Unfavourable Incidents,” Journal of Marketing, Vol. 54, No. 1, pp. 71-84. Blanchard, R.F. and Galloway, R.L. (1994), “Quality in retail Banking,” International Journal of Service Industry Management, Vol. 5 No. 4, pp. 5-23. Bose, R. (2002), “Customer Relationship Management: Key Components for IT Success, Industrial Management and Data Systems, Vol. 102, No. 2, pp. 89-97 Boulding, W., Karla, A., Staelin, R Bryman, A. (2004), “Social Research Methods,” (2nd Ed.), England: Oxford University Press. Bryman, A. (2008), “Social Research Methods,” (3rd Ed.), New York: Oxford University Press. Bull, C. (2003), “Strategic Issues in Customer Relationship Management Implementation”, Business Process Management Journal, Vol. 9, No. 5, pp. 592-602. Burr, I. W. (1976), “Statistical Quality Control Methods,” Marcel Dekker, New York. Carmines, E.G. and Zeller, R.A. (1979), “Reliability and Validity assessment,” (Series 07 Number 017), Newbury Park, CA: SAGE. Cassell, C. and Symon, G. (1994), “Qualitative Methods in Organisational Research: A Practical Guide,” (Ed.), London: Sage Publications. Chaudhuri, A. and Holbrook, M. (2001), “The Chain Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand loyalty,” Journal of Marketing, Vol. 65, No. 2, pp. 81-93. Chisnall, P.M. (1997), “Marketing Research,” (5th Ed.), London: McGraw Hill. Chisnall, P.M. (2001), “Marketing Research,” (6th Ed.), London, McGraw Hill. Churchhill, G.A. (1979), “A Paradigm for Developing better measures of Marketing Constructs,” Journal of Marketing Research, Vol. 16, No. 2, pp. 64-73. Cooper, H.M. (1989), “Integrating Research: A Guide for Literature review,” (2nd Ed.), London: Sage Publications. Cooper, D.R. and Schindler, P.S. (2008), “Business Research Methods,” (10th Ed.), New York: McGraw-Hill. Cornish, S.L. (1997), “Product Innovation and Spatial Dynamics of Market Intelligence: Does Proximity to Markets Matter?” Economic Geography, Vol. 73, No. 2, pp. 143-165. Creswell, J.W. (2003), “Research Design: A Qualitative, Quantitative and a Mixed Method Approaches,” (2nd Ed.), London: Sage Publication. Cronback, L.J. (1951), “Coefficient Alpha and the Internal Structure of Test,” Psychometrika, Vol. 16, pp.297-334. Crosby, A.L. (2002), “Exploding Some Myths about Customer Relationship Management,” Managing Service Quality, Vol. 12, No. 5, pp. 271-277. Czepiel, J.A. (1990), “Managing Relationship with Customers: A Differentiation Philosophy of Marketing,” Service Management Effectiveness, pp. 299-323, San Francisco: Jossey-Bass Publishers. Daffy, C. (2001), “Once a Customer, always a customer: How to deliver Customer Service that creates Customers for Life,” (3rd Ed.), Dublin: Oak Tree Press. Dato-on, M., Joyce, M. and Manolis, C. (2006), “Creating Effective Customer Relationship in Not-for-Profit Retailing: The Ten Thousand Villages’ Example,” International Journal of Non Profit Voluntary Sector Marketing, Vol. 11, No. 4, pp. 319-333. Dawkins, P. And Reichheld, F. (1990), “Customer Retention as a Competitive Weapon,” Directors and Board, Vol. 14, pp. 42-47. Dewitt, T., Nguyen, D.T. and Marshall, R. (2008), “Exploring Customer loyalty following Service Recovery: The mediating Effects of Trusts and Emotions,” Journal of Service Research, Vol. 10, No. 3, pp. 269-281. Dibb, S., Simkin, L., Pride, W. and Ferrell, O. (2006), “Marketing- Concept and Strategies,” (5th Ed.), Boston: Houghton Mifflin. Dick, A.S. and Basu, K. (1994), “Customer loyalty: Toward an Integrated Conceptual Framework,” Journal of Service Industry Management, Vol.4, No.1. Duffy, D.L. (2003), “Internal and External Factors which Affects Customer Loyalty,” Journal of Consumer Marketing, Vol. 20, No. 5, pp. 480-485. Dunn, S.C., Seaker, R.F. and Waller, M.A. (1994), “Latent Variables in Business Logistics research: Scale Development and Validation,” Journal of Business Logistics, Vol. 15, No. 2, pp. 145-172. Easterby-Smith, M., Thorpe, R. and Jackson, P.R. (2008), “Management Research,” (3rd Ed.), London: SAGE. Egan, J. (2007), “Marketing Communications,” London: Thomson Press. Field, A.P. (2005), “Discovering Statistics Using SPSS (And Sex, Drugs, and Rock ‘n’ Roll),” Sage Publication. Fisher, C. (2007), “Researching and Writing a Dissertation: A Guidebook for Business Students,” (2nd Ed.), England: Prentice Hall. Fornell, C. And Wenerfelt, B. (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,” Journal of Marketing Research, Vol. 24, No. 11, pp. 337-346. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Byrant, B.E. (1996), “The American Customer Satisfaction Index: Nature, Purpose and Findings,” Journal of Marketing, Vol. 60, No. 10, pp. 17-18. Fornell, C., Mithas, S., Morgeson, F.V., and Krishnan, M.S. (2006), “Customer Satisfaction and Stock Prices: High Returns, low Risk,” Journal of Marketing, Vol. 70, No. 1. pp. 3-14. Fornell, C. and Wenerfelt, B. (1988), “A model for Customer Complaint Management,” Marketing Science, Vol. 7, pp.271-86. Fornier, S. (1994), “A Consumer-Based Relationship Framework for Strategic Brand Management,” Published PhD Dissertation, University of Florida. Ganesan, S. (1994), “Determinants of Long-Term Orientation in Buyer-Seller Relationships,” Journal of Marketing, Vol. 58, No. 4, pp. 1-19. Gee, R., Coates, G. and Nicholson, M. (2008), “Understanding and Profitably Managing Customer Loyalty,” Marketing Intelligence and Planning, Vol. 26, No. 4, pp. 359-374. Ghauri, P. and Gronhaug, K. (2005), “Research Methods in Business Studies: A Practical Guide,” (3rd Ed.), Harlow, England: Prentice Hall. Gomez, M., Mclauhlin, E. and Wittink, D. (2004), “Customer Satisfaction and Retail Sales Performance: An Empirical Investigation,” Journal of Retailing, Vol. 80, pp. 265-278. Green, P.E. and Krieger, A.M. (1987), “A Consumer-Based Research Approach to Designing Product Line Extensions,” Journal of Product Innovation Management, Vol. 4, pp. 21-32. Gronross, C. (2007), “Service Management and Marketing Customer Management in Service Competition,” (3rd Ed.), England: Wiley Higher Education. Gruen, T.W. (1997), “Relationship Marketing: The Route to Marketing Efficiency and Effectiveness,” Business Horizons, No. 11/12, pp. 32-38. Gummesson, E. (2008), “Total Relationship Marketing,” Amsterdam et al: Elsevier. Hallowell, R. (1996), “The Relationship of Customer Satisfaction, Customer Loyalty and Profitability: An Empirical Study,” International Journal of Service Industry, Vol.7, No.4, pp. 27-42. Hellier, P.H., Guersen, G.M., Carr, R.A. and Richard, J.A. (2003), “Customer Repurchase Intention: A General Structural Equation Model,” European Journal of Marketing, Vol. 37, No. 11/12, pp. 1762-1800. Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002), “Understanding Relationship Marketing Outcomes: An Integration of Relational, Benefits and Relationship Quality,” Journal of Service Research, Vol. 4, No. 3, pp. 230-247. Heskett, J.L. Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), “Putting the Service Profit Chain to work,” Harvard Business Review, March-April, pp. 105-111. Hill, N. Brierley, J. and Macdougall, R. (1999), “How to Measure Customer Satisfaction,” England: Gower. Hill, N. and Alexander, J. (2000), “Handbook of Customer Satisfaction and Loyalty Measurement,” (2nd Ed.), England: Gower. Homburg, C. and Furst, A. (2005), “How Organisational Complaint Handling drives Customer Loyalty: An Analysis of the Mechanistic and Organic Approach,” Journal of Marketing, Vol. 69, No. 3, pp. 95-114. Hsieh, A. and Li, C. (2008), “The Moderating Effect of Brand Image on Public Relations Perception and Customer Loyalty,” Marketing Intelligence and Planning, Vol. 26, No. 1, pp. 26-42. Jacoby, J. and Kyner, D.B. (1973), “Brand Loyalty versus Repeat Purchasing Behaviour,” Journal of Marketing Research, Vol. 10, No.1, pp.1-9. Jain, D. and Singh, S. (2002), “Customer Lifetime Value Research in Marketing: A Review and Future Directions,” Journal of Interactive Marketing, Vol. 16, No. 2, pp. 34-46. Jill, J. and Johnson, P. (2002), “Research Methods for Managers,” (3rd Ed.), London: Sage Publications. Jobber, D. (2004), “Principles and Practice of Marketing,” (4th Ed.), London: McGraw-Hall. Jones, T.O. and Sasser, Jr., W.E. (1995), “Why Satisfied Customers Defect,” Harvard Business Review, Vol. 73, No.6. Kamakura, W.A., Ansari, A., Bodapati, A., Fader, P., Iyengar, R., Naik, P., Neslin, S., Sun, B., Verhoef, P.C., Wedel, M. and Wilcox, R. (2005), “Choice Models and Customer Relationship,” Marketing Letters, Vol. 16, No. 3/4, pp. 279-291. Kasper, H., Helsdingen, P. and Gabott, M. (2006), “Service Marketing Management: A Strategic Perspective,” (2nd Ed.), England: John Wiley and Sons Limited. Keefe, Lisa M. (2004), “What is the Meaning of Marketing?” Marketing News, Vol. 38, No. 15, pp. 17-18. Keeny, R. L. and Howard R. (1976), “Decisions with Multiple Objectives: Preferences and Value Tradeoffs,” John Wiley and Sons, New York. Keh, H. and Lee, Y. (2006), “Do Reward Programs Build Loyalty for Services? The Moderating Effect of Satisfaction on Type and Timing of Rewards,” Journal of Retailing, Vol. 82, No. 2, pp. 127-136. Kim, D., Lee, S., Bu, K. and Lee, S. (2009), “Do Vip Programs Always Work Well?”, The Moderating Role of Loyalty, Psychology and Marketing, Vol. 26, No. 7, pp. 590-609. Kotler, P. and Armstrong, G. (2006), “Principles of Marketing,” (11th Ed.), New Jersey: Prentice Hall. Kumar, V. and Reinartz, W.J. (2005), “Customer Relationship Management: A Database Approach,” John Wiley and Sons, Inc. Kumar, V. and Shah, D. (2004), “Building and Sustaining Profitable Customer Loyalty for the 21st Century,” Journal of Retailing, Vol. 80, No. 4, pp. 317-329. Lam, S.S.K. and Woo, K.S. (1997), “Measuring Service Quality: A Test-Retest Reliability Investigation of SERVQUAL,” Journal of Marketing Research Society, Vol. 39, No. 2, pp. 381-396. Lewis, B. and Soureli, M. (2006), “The Antecedents of Customer Loyalty in Retail Banking,” Journal of consumer behaviour, Vol. 5, pp. 15-31. Liljander, V. And Strandvick, T. (1993), “Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value,” International Journal of Service Industry Management, Vol. 4, No. 2, pp. 28. Little, D. C. (1966), “A Model of Adaptive Control of Promotional Spending,” Vol. 32, No. 8, pp. 280-290. Looy, B.V., Gemmel, P. and Dierdonck, R.V. (2003) “Services Management: An Integrated Approach,” Financial Times, Prentice Hall, Harlow. Luce, R. D. (1959), “Individual Choice Behaviour”: A Theoretical Analysis, John Wiley and Sons, New York. Malhotra, N.K. and Birks, D.F. (1999), “Marketing Research: An Applied Approach,” (3rd Ed.), Harlow, Pearson Education Limited. Manrodt, K.B. and Davis, F.W. (1993), “The Evolution to Service Response Logistics,” International Journal of Physical Distribution and Logistics Management, Vol. 23, No. 5, pp. 56-64. Mascarenhas, O., Kesavan, R. and Bernacchi, M. (2006), “Lasting Customer Loyalty: A Total Customer Experience Approach,” Journal of Consumer Marketing, Vol. 23, No. 7, pp. 397-405. Matzler, K., Sauerwein, E. (2002), “The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance of Grid and Penalty-Reward-Contract Analysis,” International Journal of Service Management, Vol. 13, No. 4, pp. 314-332. McDaniel, C. and Gates, R. (2002), “Marketing Research: The Impact of Internet,” (5th Ed.), Ohio: Thomson Learning. McMullan, R. And Gilmore, A. (2008), “Customer Loyalty: An Empirical Study,” European Journal of Marketing, Vol. 42, No. 9/10, pp. 1084-1094. Morgan, R.M. and Hunt, S.D. (1994), “The Commitment-Trust theory of Relationship Marketing,” journal of marketing, Vol.58, No. 3, pp. 20-38. Mittal, V., William, T.R. and Patrick, M.B. (1998), “The Asymmetric Impact of Negative and Positive Attribute-Level Performance on overall Satisfaction and Repurchase Intentions,” Journal of Marketing, Vol. 62, No. 1, pp. 33-47. Mousavi, A., Adl, P., Rakowski, R.T., and Gunasekaran, A. (2001), “Customer Optimisation Route and Evaluation (CORE),” International Journal of Computer Integrated Manufacturing, Vol. 14, No. 2, pp. 236-243. Moutinho, L. and Smith, A. (2000), “Modelling Bank Customer Satisfaction Through Mediation of Attitudes Toward Human and Automated Banking,” The International Journal of Bank Marketing, Vol. 18, No. 3, pp. 124.