Analysis of moderator variables: investigating the customer satisfaction-loyalty link
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
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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.
Creators(s): | Walsh, G., Wunderlich, M. and Evanschitzky, H.; | Item type: | Article |
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ID code: | 9295 |
Keywords: | customer loyalty, customer satisfaction, service levels, Marketing. Distribution of products, Marketing |
Subjects: | Social Sciences > Commerce > Marketing. Distribution of products |
Department: | Strathclyde Business School > Marketing |
Depositing user: | Strathprints Administrator |
Date deposited: | 30 Mar 2010 13:25 |
Last modified: | 20 Jan 2021 17:59 |
URI: | https://strathprints.strath.ac.uk/id/eprint/9295 |
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