Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 May 1998
Abstract
Explores the extent to which the form of the relationship between customer satisfaction and customer behaviour is different under conditions of “low” satisfaction and “high” satisfaction. Three behavioural variables (word‐of‐mouth, feedback to the supplier, and loyalty) were examined. The results point to the fact that differences in the form do exist. Moreover, the results show that differences exist between the differences, in the sense that different patterns emerge for each behavioural variable.
Keywords
Citation
Söderlund, M. (1998), "Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty", International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169-188. https://doi.org/10.1108/09564239810210532
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited