Behavioural responses to customer satisfaction: an empirical study
Abstract
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.
Keywords
Citation
Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V. (2001), "Behavioural responses to customer satisfaction: an empirical study", European Journal of Marketing, Vol. 35 No. 5/6, pp. 687-707. https://doi.org/10.1108/03090560110388169
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited