Customer satisfaction and its consequences on customer behaviour revisited

Emerald - Tập 9 Số 2 - Trang 169-188 - 1998
Magnus Söderlund1
1Stockholm School of Economics, Stockholm, Sweden

Tóm tắt

Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word‐of‐mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the differences, in the sense that different patterns emerge for each behavioural variable.

Tài liệu tham khảo

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