Retention · Meta-analysis of empirical studies

Antecedents of customer loyalty: An empirical synthesis and reexamination

Journal of Retailing and Consumer Services · 2012

Pan, Sheng, Sheng, Shibin, Xie, Frank T.

Summary

Meta-analysis finds trust has a stronger effect on loyalty than other determinants; performance factors have weaker effects in B2B than B2C.

For your marketing

Possible founder application

Prioritize trust-building and recognize that B2B loyalty may not follow consumer-service assumptions.

Reported result

What the study found

Meta-analysis finds trust has a stronger effect on loyalty than other determinants; performance factors have weaker effects in B2B than B2C.

Research question

What the authors investigated

How does the study’s stated design explain its reported outcome in this setting?

Design

Meta-analysis of empirical studies

Sample and setting

Empirical studies across contexts; abstract/full article page

Scope and transfer

Limitations to keep in view

Abstract/page scope does not establish broader causal generalization.

Research sources

full_text

Study strength

4/5 Research record provides a clear design and context; apply the finding within its stated limits.

How this was assessed

The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.

Design transparency · 2/2

Based on the reported study design in the retrieved source.

Sample and setting · 1/1

The sample context is stated; a numerical count is preserved only when reported.

Outcome clarity · 1/1

The finding is summarized from publisher or article metadata.

Access for checking · 1/1

Full text was identified.

Double-blind? The retrieved publisher record does not establish whether participants or outcome assessors were blinded.