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Behavioural responses to customer satisfaction : an empirical study

Athanasopoulos, Andreas and Gounaris, Spiros and Stathakopoulos, Vlasis (2001) Behavioural responses to customer satisfaction : an empirical study. European Journal of Marketing, 35 (5). pp. 687-707. ISSN 0309-0566

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Abstract

This study investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers' behavioural responses. The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word-of-mouth communications, and intentions to switch service providers). Implications for practice, study limitations, and directions for future research are discussed.

Item type: Article
ID code: 41006
Keywords: behavioural responses , customer satisfaction , empirical study, marketing, customer loyalty , communications, consumer behaviour, Marketing. Distribution of products
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Pure Administrator
    Date Deposited: 03 Sep 2012 14:53
    Last modified: 03 Sep 2012 14:53
    URI: http://strathprints.strath.ac.uk/id/eprint/41006

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