Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/163
Title: Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model
Authors: Jaiswal, Anand Kumar
Niraj, Rakesh
Keywords: Nonlinearity;Satisfaction;Attitudinal loyalty;Purchase loyalty;Behavioral intentions
Issue Date: 7-Aug-2009
Series/Report no.: WP;2007-11-01
Abstract: Extant research has widely investigated linear functional forms in satisfaction and loyalty models. Though complex nonlinear nature of satisfaction loyalty link is suggested by several researchers, few attempts have been made to empirically examine nonlinearity. Moreover, researchers have used divergent functional forms to model nonlinearity and their findings are often inconclusive. In this study we use nonlinear form to describe the relationship between satisfaction, attitudinal loyalty, purchase loyalty and customer behavioral intentions such as willingness to pay more and external and internal complaining responses in the context of business-to-consumer ecommerce. We find modest empirical support for nonlinear effects in the relationship. Results support nonlinearity only in the case of attitudinal loyalty to internal complaining response link. Results also present evidence about the mediating role of attitudinal loyalty in the relationship between satisfaction, purchase loyalty, willingness to pay more and internal complaining responses.
URI: http://hdl.handle.net/11718/163
Appears in Collections:Working Papers

Files in This Item:
File Description SizeFormat 
2007-11-01Jaiswal.pdf327.62 kBAdobe PDFView/Open


Items in IIMA Institutional Repository are protected by copyright, with all rights reserved, unless otherwise indicated.