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
Full text not available in this repository. (Request a copy from the Strathclyde author)Official URL: http://dx.doi.org/10.1108/03090560110388169
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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