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

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.

ORCID iDs

Gounaris, Spiros ORCID: https://orcid.org/0000-0002-1328-8512

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• Item metadata

  Item type:	Article
  ID code:	41006
  Dates:	Date Event 2001 Published
  Keywords:	behavioural responses , customer satisfaction , empirical study, marketing, customer loyalty , communications, consumer behaviour, Marketing. Distribution of products, Marketing, SDG 12 - Responsible Consumption and Production
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Pure Administrator
  Date deposited:	03 Sep 2012 13:53
  Last modified:	15 Sep 2021 16:48
  URI:	https://strathprints.strath.ac.uk/id/eprint/41006