Walsh, G. and Wunderlich, M. and Evanschitzky, H. (2008) Analysis of moderator variables: investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42 (9/10). pp. 977-1004. ISSN 0309-0566
Full text not available in this repository. (Request a copy from the Strathclyde author)Official URL: http://dx.doi.org/10.1108/03090560810891109
Abstract
Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer loyalty in a service context; this article aims to present empirical evidence of the conditions in which the satisfaction-loyalty relationship becomes stronger or weaker.
| Item type: | Article |
|---|---|
| ID code: | 9295 |
| Keywords: | customer loyalty, customer satisfaction, service levels, Marketing. Distribution of products |
| Subjects: | Social Sciences > Commerce > Marketing. Distribution of products |
| Department: | Strathclyde Business School > Marketing |
| Related URLs: | |
| Depositing user: | Strathprints Administrator |
| Date Deposited: | 30 Mar 2010 14:25 |
| Last modified: | 12 Mar 2012 10:51 |
| URI: | http://strathprints.strath.ac.uk/id/eprint/9295 |
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