6533b871fe1ef96bd12d0de6
RESEARCH PRODUCT
Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung
Michael D. JohnsonAndreas Herrmannsubject
media_common.quotation_subject05 social sciences050201 accountingGeneral Business Management and AccountingLoyalty business modelEmpirical researchManagement of Technology and Innovation0502 economics and businessLoyaltyProduction (economics)Customer satisfactionMarketingPsychologyGeneral Economics Econometrics and Finance050203 business & managementmedia_commondescription
This contribution stresses the relationship between customer satisfaction and customer loyalty. Several hypotheses on the relationship in question are stated based on different theoretical appoaches. An empirical study is presented that supports a piecewise linear relationship between satisfaction and loyalty. Finally, implications for marketing practice are discussed.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 1999-06-01 | Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung |