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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

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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, Marketing
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: 13 Aug 2017 00:06
URI: https://strathprints.strath.ac.uk/id/eprint/41006
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