Why Delighted Customers Are Not Loyal? Moderating Role of Involvement Context and Switching Costs〓
ZHANG Yuexian1， MA Qinhai2， ZHANG Xiaofei1
1. School of Economics and Business， Northeastern University at Qinhuangdao， Qinhuangdao 066004， China; 2. School of Business Administration， Northeastern University， Shenyang 110819， China.
ZHANG Yuexian， MA Qinhai， ZHANG Xiaofei. Why Delighted Customers Are Not Loyal? Moderating Role of Involvement Context and Switching Costs〓[J]. Journal of Northeastern University(Natural Science), 2013, 34(12): 1796-1799.
[1] 韩经纶，韦福祥.顾客满意与顾客忠诚互动关系研究［J］.南开管理评论，2001，2(6):8/10.(Han Jinglun，Wei Fuxiang.A research on interactive relationship between customer satisfaction and customer loyalty［J］.Nankai Business Review，2001，2(6):8/10.) [2] 范秀成，郑秋莹，姚唐，等.顾客满意带来什么忠诚？［J］.管理世界，2009，2(1):89/91.(Fan Xiucheng，Zheng Qiuying，Yao Tang，et al.What loyalty is brought by customer satisfaction?［J］.Management World，2009，2(1):89/91.) [3] Wang X H.The effect of unrelated supporting service quality on consumer delight，satisfaction，and repurchase intention［J］.Journal of Service Research，2011，14(2):149/163. [4] Oliver R L，Rust R T，Varki S.Customer delight:foundations，findings，and managerial insight［J］.Journal of Retailing，1997，73(3):311/336. [5] Bowden J L H，Dagger T S.To delight or not to delight? an investigation of loyalty formation in the restaurant industry［J］.Journal of Hospitality Marketing and Management，2011，20(5):501/524. [6] Finn A.Reassessing the foundations of customer delight［J］.Journal of Service Research，2005，8(2):103/116. [7] Crotts J C，Magnini V P.The customer delight construct:is surprise essential［J］.Annals of Tourism Research，2011，38(2):719/722. [8] Berman B.How to delight your customers［J］.California Management Review，2005，48(1):129/151. [9] Jones M A，Reynolds K E，Mothersbaugh D A，et al.The positive and negative effects of switching costs on relational outcomes［J］.Journal of Service Research，2007，9(4):335/355. [10] 严浩仁.服务业转化成本的形成机理与管理策略［J］.商业经济与管理，2003(8):18/21.(Yan Haoren.Formation mechanism and management strategy of switching costs in the service industry［J］.Business Economy and Management，2003(8):18/21.)
