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The Effects of Customer Satisfaction, Relationship Commitment Dimensions and Triggers on Customer Retention
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
2005 (English)In: Journal of Marketing, 210-218 p.Article in journal (Refereed)
Abstract [en]

Abstract

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.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-24388OAI: oai:DiVA.org:kau-24388DiVA: diva2:598155
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2014-12-11

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