The Effects of Customer Satisfaction, Relationship Commitment Dimensions and Triggers on Customer Retention
2005 (English)In: Journal of Marketing, 210-218 p.Article in journal (Refereed)
In a study of telecom services the authors examine the effects customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship. The results support consistent effects of customer satisfaction, calculative commitment and prior churn on retention. Prior churn also moderates the satisfaction-retention relationship. The results have implications for both customer relationship managers and researchers using satisfaction surveys to predict behavior.
Keywords: Customer Retention, Relationship Management, Customer Satisfaction, Affective Commitment, Calculative Commitment, Triggers, Heterogeneity
Place, publisher, year, edition, pages
2005. 210-218 p.
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-24388OAI: oai:DiVA.org:kau-24388DiVA: diva2:598155