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The Effects of Satisfaction and Loyalty on Profits and Growth - Products versus Services
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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
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
1999 (English)Conference paper (Refereed)
Abstract [en]

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but product firms can lower their prices and thus retain their customers

Place, publisher, year, edition, pages
1999.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-24395OAI: oai:DiVA.org:kau-24395DiVA: diva2:598162
Conference
at the first Customer satisfaction conference, ECSI, May 20-21, Vienna
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2014-12-11

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Edvardsson, BoGustafsson, Anders
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