Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link

Kuppelwieser, Volker G. und Sarstedt, Marko (2014): Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link. In: Journal of Business Research, Bd. 67, Nr. 12: S. 2620-2627

Abstract

Anecdotal evidence suggests that older individuals behave more emotionally and less cognitively due to their decreasing biological, cognitive, and/or social abilities, or a combination thereof. However, in the psychology and aging literatures, recent research indicates that the sense of future time is a better predictor of consumer perceptions, attitudes, and behaviors than chronological age. Tying in with these research streams, this paper introduces individuals' future time perspective (FTP) as a moderator of the well-known satisfaction–loyalty relationship. More precisely, this paper demonstrates that FTP influences the satisfaction–loyalty relationship by (1) driving customer loyalty, and (2) moderating the relationship between these two constructs. Besides contributing an important concept to the business research literature, the findings provide evidence that explains the previous heterogeneous results of chronological age-related research. This concept allows for a more nuanced analysis of aging's impact on the perceptions, attitudes, and behaviors of consumers.

• Dokumententyp: Zeitschriftenartikel
• Keywords: future time perspective (FTP); satisfaction–loyalty relationship; customer loyalty
• Fakultät: Betriebswirtschaft > Institut für Marketing
• Themengebiete: 300 Sozialwissenschaften > 330 Wirtschaft
• ISSN: 01482963
• Sprache: Englisch