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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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 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: | 12 May 2019 00:20 |
| URI: | https://strathprints.strath.ac.uk/id/eprint/41006 |
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