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

Full text not available in this repository.Request a copy from the Strathclyde author

Official URL: https://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.

Author(s):	Athanasopoulos, Andreas, Gounaris, Spiros ORCID: https://orcid.org/0000-0002-1328-8512 and Stathakopoulos, Vlasis
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:	20 Jan 2020 19:47
URI:	https://strathprints.strath.ac.uk/id/eprint/41006
Export data:

CORE (COnnecting REpositories)